Operations Coordinator

The Operations Coordinator plays a key role in supporting the operations manager across a number of tasks.

You will book and protect appointments, monitor stock and diaries for fittings and services, report live performance figures.Key responsibilitiesAppointment booking and diary management (lead)

• Book follow-up calls in daily for all patients requiring them
• Book after-repair appointments as repaired aids are returned
• Pull forward service appointments daily to fill gaps and shorten wait times
• Identify diary gaps and send leads to the booking team to fill them
• Book hearing tests directly where needed to fill gaps or target areas

Stock and fitting checks (lead)

• Check the stock-for-fittings sheet against the diary each morning – confirm every fitting has the right stock with the right dispenser, catch any swaps and fix issues before the day starts

Field dispenser and follow up support

• Monitor TNP status in the lead centre twice weekly, making sure every customer has been called back and updated
• Monitor dispenser diaries and outcomes hourly with the Operations Manager
• Monitor the field dispenser chat and respond to queries
• Take payments for dispensers and follow up call-backs, and set up spread payments

Reporting and meetings

• Send in hourly stats for the booking team and the reception team
• Send in the daily reception rota
• Attend the daily After Care meeting

Supporting the wider team

• Help book fittings (hourly) and in-person services
• Cover inbound lines and monitor the shared email inbox
• Monitor fitting and service boards twice weekly
• Help update and monitor the retentions sheet
• Help pull forward fitting appointments twice weekly
• Call wax leads
• Support business development and the rollout of new processes

Bonus

On top of the £26,000 base salary, you will earn a bonus linked to hearing aid orders achieved from appointments you book – including tests booked to fill diary gaps, pulled-forward appointments and follow-up bookings.

About youEssential

• Experience in an operations, scheduling, booking or customer service role
• Highly organised, able to juggle hourly, daily and weekly tasks without dropping any
• Confident on the phone, including outbound booking calls
• Strong attention to detail – you spot when a diary and a stock sheet don't match
• Good working knowledge of spreadsheets (Excel or Google Sheets) and email
• Calm, approachable and able to support colleagues with their questions
• Comfortable working to targets

Desirable

• Experience in healthcare, audiology or another appointment-led business
• Experience with a CRM or diary management system
• Experience taking payments and setting up finance or spread payment plans

Pay: £26,000.00-£27,000.00 per year

Work Location: In person