At a Glance
- Tasks: Keep operations running smoothly and ensure customers are happy in a fast-paced environment.
- Company: Join Onecom, an award-winning provider of Communication Technology.
- Benefits: Enjoy 25 days holiday, flexible leave options, and a great pension scheme.
- Other info: Access to mental health support, in-house training, and all-expenses-paid company events.
- Why this job: Be the heartbeat of our Technical Support function and make a real impact.
- Qualifications: Strong analytical skills and experience in administrative roles required.
Join our Team as a Service Operations Coordinator.
Location: Whiteley (Office based)
Salary: £26,500 Per Annum + KPI Bonus
Hours: Monday – Friday 08:30 – 17:00
About the role: This is a fast‑paced, impact‑driven role for someone who thrives on keeping operations moving and customers happy. As a Service Operations Coordinator you’ll be the heartbeat of our Technical Support function—ensuring every case is progressing, every engineer is supported, and every customer feels the benefit of a smooth, well‑managed service experience. You’ll bring a relentless customer‑first mindset, sharp operational awareness, and the confidence to intervene, elevate and drive action when it matters most.
What makes you a great fit:
- Strong analytical skills to spot delays, risks, and trends quickly.
- Experience in administrative roles with strong organisational discipline.
- Understanding of SLA importance and how it impacts customer experience.
- Clear communicator who collaborates confidently across teams.
- Customer‑first mindset with a drive to improve outcomes.
- Resilient and determined when facing operational challenges.
- Technical understanding across connectivity, telephony and hosted services.
- Salesforce confidence in case handling and prioritisation.
- Fair workload judgement to allocate cases proportionately.
Key responsibilities:
- Manage daily queues and ensure tickets move with clear ownership.
- Distribute cases fairly based on skill, workload and impact.
- Monitor ageing and SLAs and act before delays occur.
- Prioritise major incidents and critical customer issues.
- Support engineers with complex technical faults.
- Escalate effectively to internal teams and suppliers.
- Coordinate across departments to reduce delays.
- Support major incident activity and track actions.
- Improve performance metrics including MTTR, FCR and SLA.
- Identify recurring issues and process gaps.
- Review case quality and highlight skill gaps.
- Promote best‑practice handling and strong communication.
- Produce accurate reporting on queues, risks and trends.
- Flag operational risks early to management.
Perks for our People:
- Holidays: 25 days + bank holidays and buy/sell options.
- Other Leave: Birthday day off, 12 paid hours for flexible use, Volunteer day.
- Lifestyle: 9% combined pension contribution and 4x salary life assurance.
- Rewards: Quarterly and annual employee awards, discounts on tech.
- Socials: All-expenses-paid company events.
- Development: In‑House Training Academy.
- Wellbeing: 24/7 access to mental health support, Calm App, discounted gym membership, free breakfast & fresh fruit, eye‑care vouchers, financial wellbeing support.
Who we are: Onecom is an award‑winning provider of Communication Technology, trusted by UK organisations to deliver Simply Brilliant Customer Experiences.
ED&I: We are committed to equity, diversity and inclusion, and we encourage candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and help inform our future initiatives.
Service Operations Coordinator in Fareham employer: Onecom
Onecom is an exceptional employer located in Whiteley, offering a vibrant work culture that prioritises employee wellbeing and development. With a strong focus on customer satisfaction, employees enjoy a supportive environment that fosters growth through in-house training and generous benefits, including 25 days of holiday, flexible leave options, and access to mental health support. Join us to be part of a dynamic team where your contributions directly impact our success and where you can thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Service Operations Coordinator in Fareham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Onecom. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Onecom before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Operations Coordinator in Fareham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Onecom:Your cover letter is your chance to shine! Tell us why you want to work at Onecom specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Onecom!
How to prepare for a job interview at Onecom
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
