Job Title: Operations Coordinator 

Reporting to: Head of Operations

Salary: £24,000 - £26,000 (depending on experience) 

Location: Newcastle upon Tyne 

Type: Full-time, hybrid 


About Fabric: 

Fabric is a groundbreaking force in marketing education, committed to reshaping the industry's landscape globally. 

Our mission is to deliver a transformative learning experience that empowers individuals to become marketing leaders. With a global community of ambitious learners, businesses, and universities, Fabric stands as the premier destination for marketing education, coaching, and mentorship. 

Our academy platform offers dynamic courses taught by industry experts, complemented by personalised coaching and mentoring, cultivating commercially savvy marketers poised for ongoing success.  With a commitment to delivering exceptional value and ensuring customer success, we’re already making waves in our industry.

About the Role:

As an Operations Coordinator, you will play a key supporting role in ensuring the smooth running of our business operations, including customer onboarding and experience management. You will also assist in managing our network of coaching partners, contributing to process development and delivering operational improvements. This role is ideal for someone who thrives on organisation, collaboration, communication and learning in a fast-paced environment.

Key Responsibilities:

Customer Operations Support

  • Assist with the setup and management of customer accounts on Fabric, ensuring a smooth onboarding experience and customer journey.

  • Respond to customer support queries, providing guidance or escalating issues as needed.

  • Monitor customer health through available metrics and prepare reports for the senior management team.

  • Support the coordination and delivery of onboarding sessions and user training.

  • Help track customer feedback and work with the product team to relay insights for platform improvements.

Coaching & Assessor Partner Coordination

  • Assist in onboarding, managing, and supporting our network of coaching & assessor partners.

  • Maintain accurate records of coaching sessions and schedules to ensure seamless operations.

  • Act as a point of contact for coaching partners, addressing queries and ensuring alignment with our processes.

Operational Process Development

  • Contribute to building and improving internal processes to support efficient delivery of services.

  • Collaborate with other teams to document workflows and ensure consistency across the business.

  • Identify opportunities for operational improvements and suggest solutions.

Platform and System Management

  • Manage CRM and other operational tools to ensure accurate customer and coaching partner records.

  • Support data entry, system updates, and process tracking for operational effectiveness.

  • Ensure all relevant systems are optimised and maintained for smooth operations.


Required Skills and Experience:

  • 1-2 years of experience in operations, customer service, or a related role desirable (but not required).

  • A degree in business management, marketing, or a related field is preferred but not required.

  • Strong organisational and time management skills, with an ability to manage multiple tasks and priorities.

  • Excellent communication skills, both written and verbal, with a customer-focused attitude.

  • Proficiency with Microsoft Office and familiarity with CRM systems or other business tools (training will be provided).

  • A proactive mindset, with a willingness to learn and adapt to new challenges.

  • Attention to detail and a passion for improving processes.


Benefits:

  • 21 days holiday PLUS up to 5 additional days for Christmas shutdown 

  • Your birthday off 

  • Hybrid working in a trusted environment with flexible hours 

  • Access to 1-1 coaching 

  • Yearly CPD budget for ongoing learning and training 


Join Our Team:

If you are passionate about driving operational success and making a meaningful impact, we want to hear from you! 

We are an equal opportunity employer and value diversity in our workforce. We do not discriminate on the basis of race, religion, colour, gender, sexual orientation, age, marital status, veteran status, or disability. 

Send your CV or a short video to recruitment@fabric-academy.com, outlining why you're the perfect fit for this role. No agencies, please.

Application close: Friday 17th January 2025