Business Operations Co-ordinator/Manager

FieldworkHub is a specialist market research fieldwork agency. We are a small, international team of approximately 12 people, which means every person has genuine influence. Every client, every project and every promise matters. We have built our reputation by being responsive, realistic and rigorous: giving clients honest feasibility, recruiting the right participants, managing projects carefully and stepping in early when something is at risk. The person joining us in this role will help protect those standards as we grow.

The role involves translating the CEO’s priorities and FieldworkHub’s service standards into reliable daily action. You will keep enquiries, records, people processes, finance administration and agreed improvements moving, with clear ownership, accurate detail and verified follow-through. You will give the directors early visibility of risks and reduce the need for them to chase routine work. This is a hands-on role in a small business. You must be comfortable doing the work yourself, coordinating colleagues and constructively challenging missed commitments. Strong professional rapport with the CEO matters, alongside independent judgement and evidence that you can deliver.

What you’ll be doing:

• Enquiries, allocation and follow-through: Own day-to-day triage of Hello and relevant enquiry channels. Distinguish genuine project leads, live-project issues, partner approaches, CVs and participant enquiries; acknowledge and route them promptly. Allocate leads using agreed account ownership, workload, availability and capability rules. Confirm acceptance, record the next action and deadline, and follow up until the request is resolved or handed over clearly. Check for missed enquiries and duplicates. Flag complex, urgent, high-value or uncertain briefs to the appropriate salesperson or director; obtain expert feasibility input before any commitment.
• Reliable CRM and partner records: Maintain accurate HubSpot contacts, companies, enquiry records, owners, source links, next steps and appropriate tags. Review new records weekly and carry out a quarterly data-quality review. Record and acknowledge new recruitment partner, moderator, interpreter, venue and other supplier approaches. Obtain capabilities, markets, credentials and vetting evidence, using verified status labels rather than treating an introduction as approval. Keep approved partner/rate-card records and the moderator CV library current, with relevant team members validating specialist information. Remove personal identifiers from externally shared profiles as required by company policy.
• Finance administration and month-end visibility: Prepare supplier and participant payment runs with matched project records, invoices, approvals and due dates; investigate duplicates, disputed charges and missing evidence before submission for authorisation. Maintain receivables and payables follow-up records with the accounting support team. Chase overdue invoices appropriately and flag cashflow, client disputes and collection risks early. Prepare a concise monthly exception report for the directors: outstanding client balances, unpaid supplier bills, disputed or missing items, approval status, owner and next action. Reconcile to the agreed accounting source and label any unverified figures. Support the operations director and the accountant with organised records and deadline tracking. Payment authorisation, tax submissions and accounting judgements require the designated approver.
• Processes, accountability and CEO support: Turn agreed director priorities into actions with a responsible owner, deadline, follow-up and evidence of completion. Maintain an action register and chase overdue items directly. Coordinate new client follow-ups and recurring process checks; require evidence that the agreed correction has worked before recommending closure. Maintain useful, current procedures, templates and databases in approved company systems. Identify recurring errors and recommend proportionate fixes. Represent agreed management priorities clearly when the CEO is unavailable. Exercise delegated authority, resolve routine obstacles and escalate decisions beyond your remit with a recommendation.

What you’ll bring:

• Experience of hands-on operational coordination in a small service business, including working closely with owners or senior leadership.
• Excellent written and verbal communication: clear, accurate, professional and appropriate for clients, partners and colleagues.
• Strong prioritisation, spreadsheet and record-keeping skills; the ability to reconcile information, identify inconsistencies and act on them.
• Confidence to delegate agreed work, challenge incomplete actions and hold colleagues to commitments without becoming abrasive.

Why join FieldworkHub?

This is an opportunity to join a growing international fieldwork agency and work closely with the owners. The role offers real influence over the next stage in FieldworkHub’s development and the opportunity to develop into a central leadership role as FieldworkHub continues to grow. For the right person, this is a chance to bring structure, judgement and operational excellence to a business that values high standards, clear communication and reliable delivery. This is a role for someone who wants to make a visible difference, protect a respected brand and become a trusted part of a small leadership team.

Working arrangements:

Your hours will be 8.30am to 5.30pm Monday to Friday. FieldworkHub currently operates a hybrid working environment with 2 days per week in the office (Mondays and Wednesdays) and 3 days per week at home (Tuesdays, Thursdays and Fridays). The office is located at 131 Finsbury Pavement, London EC2A 1NT, close to Moorgate and Liverpool Street stations.