Operations Support Coordinator in Luton

Location: Hybrid between M&S Water Services (Utilities) Ltd, Luton and Hitchin Offices.

Salary: £13.45 - £14.50 per hour depending on experience + Company Van

Job Type: Full Time / Permanent

Hours: Monday to Friday, 0800-1700

Job Overview: We are looking for an experienced and proactive Operations Support Coordinator to support the day-to-day operations. You’ll be the face of the business with our customers and representing M&S Water Services. The role combines customer-facing responsibilities with administrative support and requires someone who is comfortable working both in the office and on-site with our customers and clients. A successful candidate will play a key role in maintaining excellent customer relationships, preparing customer quotations end-to-end for private side works, coordinating administrative processes and supporting the wider teams where needed to ensure that projects are delivered efficiently and professionally. You'll be keen to learn a technical skill set in the water industry as you will be working on site on customers' property, and we will provide you with all the necessary training that you'll need.

Key Responsibilities:

• Act as a primary point of contact for customer enquiries, providing professional and responsive support.
• Visit customer premises to assess requirements and prepare quotations for private-side utility work.
• Follow up on quotations and maintain regular communication with customers throughout the process.
• Coordinate and manage administrative tasks associated with customer side work.
• Prepare, process, and track paperwork, contracts, and project documentation.
• Assist with invoicing, payment follow-ups, and maintaining accurate customer records.
• Liaise with operational teams to ensure smooth delivery of works and customer satisfaction, including the planning and scheduling of work, and ensuring a smooth customer experience.
• Monitor job progress and ensure all relevant documentation is completed and filed correctly.
• Support colleagues across the business as required, demonstrating flexibility and a collaborative approach.
• Help identify opportunities to improve administrative processes and customer service standards.

Requirements:

• Strong customer service and communication skills.
• Has a problem-solving mindset and is keen to learn a technical skill in the water industry, and the ability to follow technical procedures will be essential.
• Excellent organisational and administrative abilities.
• Ability to build positive relationships with customers, clients and colleagues.
• Confident in conducting site visits and discussing customer requirements direct with the customer.
• Good attention to detail and ability to manage multiple tasks simultaneously.
• Competent with Microsoft Office, Microsoft Excel, Microsoft Word and general business software.
• Ability to work independently while contributing positively to a team environment.
• Full UK driving licence required.

Personal attributes:

• A team player with a can-do attitude who is willing to support colleagues and contribute to the business success.
• Excellent customer experience skills and dedicated to do the right thing for all our customers and clients.
• Professional, reliable and customer-focused.
• Strong problem-solving skills and a proactive attitude.
• Able to manage workloads effectively and meet deadlines.
• Positive, adaptable and eager to learn.

What does success look like?

• High levels of customer satisfaction and retention.
• Accurate and timely preparation of quotations, paperwork and invoices.
• Effective communication at all times between customers, administration and operational teams.
• A strong contribution to team performance and overall business success.

Benefits:

• Competitive salary and performance-based bonuses.
• Company van.
• Opportunities for training and career progression.

We aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.