Helpdesk Operations Coordinator - Maternity Cover

Location: Reading (parking on site)

Contract: 13-month fixed term

Start Date: October 2025

Salary: Up to £37,000 per annum

Are you highly organised, detail-oriented, and passionate about delivering excellent customer service? An exciting opportunity has arisen within the automotive industry for a Helpdesk Operations Coordinator to join the team on a maternity cover contract.

This role is key to ensuring smooth, efficient, and high-quality service performance across helpdesk operations.

What you’ll be doing:

• Managing incoming customer calls and support tickets, ensuring issues are resolved in line with service standards.
• Developing and maintaining reports and dashboards to track performance metrics.
• Overseeing telephony systems and call routing to support operational needs.
• Monitoring performance against SLAs, conducting analysis, and driving improvements.
• Investigating and documenting root causes of SLA breaches.
• Scheduling and coordinating resources to meet service delivery requirements.
• Escalating operational issues when required.
• Providing administrative support including documentation, system updates, and coordination tasks.

What we’re looking for:

• Proven experience in a helpdesk or customer service environment.
• Strong knowledge of service management principles and SLA frameworks.
• Familiarity with telephony systems and call centre technologies.
• Confident user of Microsoft Office (Outlook, Teams, Excel, Word, Planner).
• Excellent organisational skills with the ability to prioritise effectively.
• Strong analytical and problem-solving skills.
• Clear and effective communication, both written and verbal.
• A proactive team player who can also work independently in a fast-paced environment.