Helpdesk Operations Coordinator - MAT Cover

Helpdesk Operations Coordinator - Maternity CoverLocation: Reading (parking on site)Contract: 13-month fixed termStart Date: October 2025Salary: 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.

• 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.

• 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.