Project Coordinator

connected-to-broadband-project

 

Department: Service Delivery

Working Hours: Mon-Fri 9:00am-5:30pm

Salary: DOE

Job Description

As part of a team, to deliver professional and consistently high-quality project management and customer service in the area of IT and Telephone System Projects for our UK-based installs (on-premise and VOIP solutions). Meeting or exceeding customer expectations, coordinating resources, and managing costs.

Principal Responsibilities/Duties:

  • To review customer requirements as presented by the sales team and clarify and/or challenge as appropriate but with a view to kicking off the project within the agreed SLA or sooner
  • To develop appropriate and detailed plans for each project involving all relevant resources, utilising standard tools
  • Execute the project plan ensuring clear and regular communication to and appropriate engagement of, all necessary departments involved whilst continually ensuring an exceptional customer experience
  • To actively track project progress to ensure delivery as per the requirements and agreed timeline
  • To review feedback from customers and engineers (incl. Surveys and job sheets) to ensure requirements are being met and that any scope or assumption changes are reported back to the account manager and customer for any necessary change agreements
  • To provide regular and timely updates to any in-house systems to ensure visibility of progress and workload and that project governance is being followed
  • The timely identification and tracking of risks and issues for each project, managing through to resolution (or acceptable limitation)
  • To conduct and attend Project Meetings with customers as required
  • To escalate any serious issues in a timely fashion to stakeholders, both internal or external
  • To develop and maintain any project and departmental documentation as may be requested, needed, or in place e.g. standards, policies, processes, or training material, to assist in the running and stability of the team, the department, and its objectives
  • To assist in the ordering of lines and remote programming of systems prior to delivery, as and when required
  • To answer the phone within the agreed target time and as a minimum, to meet any agreed personal call and task targets, contributing to the overall department’s effectiveness
  • Adhere and contribute to the company’s quality system, processes, and their development and maintenance
  • Actively contribute to, and promote, the use of best practice and continual service improvement within the team and the department

Essential Skills

  • 100% focused and committed to the role of project management with a demonstrable ability to take ownership and manage multiple customer projects of varying complexity in an efficient and controlled manner
  • Customer service driven with an excellent telephone manner
  • Demonstrable ability to follow process and build a reassuring rapport with customers, and colleagues as well as handle complaints in a professional manner
  • Results, targets and quality-focused
  • Accurate numeracy, written and data entry skills
  • An ability to deliver clear and articulate information to customers and colleagues adjusting language and detail to suit the audience, whether it is verbal or written
  • Confident, assured, courteous, and professional when dealing with customers and colleagues at all levels
  • A detailed-oriented individual, who is able to estimate and prioritize effectively and meet deadlines
  • Proficiency in MS Word & Excel, and maintaining clear and accurate project, customer and task information
  • A demonstrable ability to create well-written, informative and useable documentation
  • A real team player who collaborates with all members of the team, department and business, one who is willing to listen, as well as share knowledge, help to understand and develop ideas across the team. Above all to actively contribute to ensuring an efficient and cohesive team and departmental effort
  • Be willing to go the extra mile for the sake of the customer, department and the business

Also beneficial but not essential as full training will be provided:

  • An understanding of data services and IP telephony technologies
  • A project management qualification

To Apply:

Send your CV and covering letter to Steph Scott – s.scott@online-systems.co.uk