Operations Support Coordinator (014-1444)

• Manage the Operations support desk inbox and ticketing system as the single point of entry for all site enquiries.
• Triage every request by category and priority, resolving straightforward requests directly using the FAQ / Knowledge Sheet or published policy.
• Apply previous decisions from the Precedent Log to repeat requests, and escalate new or complex requests to the Head of Operations.
• Route requests to the correct Support Office Help Desk (IT, Supply Chain, Finance, People & Culture, Retail, Development, Facilities) and track them through to resolution.
• Track performance against agreed target response times, and prepare response time reporting for Quarterly Business Reviews.
• Maintain the Precedent Log, review request trends monthly and draft FAQ updates for approval.
• Produce a monthly report on repeat requests and emerging issues across the network.
• Track audit schedules and results, and follow up outstanding actions with sites.

• Provide administrative support to the Head of Operations.
• Prepare meeting packs, agendas, minutes and follow-up actions.
• Prepare presentations and documents to brand standards (PowerPoint, Excel and Word).
• Maintain operational calendars, action registers and project timelines.

• Experience in operations coordination, project coordination or business administration.
• Experience with a ticketing or help desk system (FreshDesk, Zendesk or similar) is highly regarded.
• Hospitality, retail, franchise, or multi-site experience is highly regarded.
• Advanced Microsoft Office skills, particularly Excel and PowerPoint.
• Strong written English for clear, professional communication with venue owners and leaders.
• Strong analytical, communication and problem-solving skills.
• Sound judgement on when to resolve, when to route, and when to escalate.
• Experience working with multiple stakeholders across geographically dispersed locations.
• Strong organisational and time management skills.
• Highly organised, proactive and able to manage multiple priorities in a fast-paced environment.

Work Arrangement & Expectations:

This is a remote role that will be set up as an independent contractor engagement.

To ensure alignment and transparency, successful candidates will be expected to:

• Disclose any existing ongoing roles or client work
• Reflect this engagement on their LinkedIn profile (clearly marked as “Independent Contractor”)