Job Role: Project Coordinator
Head of Delivery
Hours of work:
9am – 17.30pm Monday to Friday.
£18,000 – £22,000 Based on experience and qualifications
Summary of Position:
Providing project support to the delivery team. Assisting with the roll out of a major software deployment project for some of our key clients. You will be an integral part of the team and duties for the role will include; order placement, provisioning software, scheduling internal resource and scheduling work with clients and suppliers, coordinating training and ensuring the customer and all relevant systems are kept fully updated
To act as the voice of the customer into the business and the voice of the business back into the customer. To ensure high standards of workmanship throughout provisioning, delivery, and the customer experience.
The role requires a highly organised individual, with the ability to prioritise multiple tasks and use initiative independently to complete the required activities.
Customer contact is a large part of this role, excellent communication skills are required on the telephone and email and involves liaison with third party suppliers, excellent customer service is a vital part of the role.
Project coordination: Supporting the project managers and delivery team with administrative activities including the management of project actions by taking meeting minutes and ensuring these are completed within the agreed timescales.
Scheduling engineering and training resource
Provisioning: Ensuring all provisioning activities are managed effectively to a high standard of work and ensuring that any issues are escalated to the Delivery Manager. Provisioning software & voice products including Horizon and SIP. Liaising with customers/business/resellers partners and suppliers regarding order queries/amendments in a timely fashion in line with SLA’s. To have the ability to handle customers and suppliers effectively.
Customer Service: Deliver quality service to the client ensuring that performance standards & contractual SLA’s and KPI’s are met, via telephone and email.
Build trusted client relationships at all levels from the beginning of the engagement through to successful delivery.
Building relationships with a broad spectrum of stakeholders from senior executive to support desk. Leveraging these relationships effectively to validate assumptions, acquire useful information, negotiate among competing objectives, resolve issues, manage change, agree to direction and achieve consensus.
Reporting: To provide input to company reporting including Senior Management reporting, customer reporting and operational reporting.
Qualifications & Training
GCSE Maths and English at Grade C level or above
Excellent literacy, and IT skills including proficiency in Microsoft Office
Understanding of the telecoms industry
Customer Services experience
Multi tasking experience
Experience of working to deadlines
Previous telecoms experience
Previous project management experience
Previous provisioning experience
Qualities and Attitude
Good team player with excellent communication skills
Excellent telephone manner
Enthusiastic and willingness to learn and adaptable to change
Ability to work under pressure and to multi task
Keen eye for detail
Problem solving skills and the ability to use initiative.
Ability to prioritise various workloads, manage time effectively and work towards deadlines.
Process oriented and good organisational skills.
Knowledge of standard broadband products
Attention to detail
Customer service skills
Note: This job description is not exhaustive and will be subject to periodic review. It may be amended to meet the changing needs of the business. The post-holder will be expected to participate in this process and we would aim to reach agreement on any changes.