Role: Delivery Coordinator
Location: Truro
Hours: Monday - Friday 9.00am - 5.30pm (3 days working in the office)
Pay: £26,000 per annum
Full time - Permanent
This job is working for one of the most successful business technologies providers in the UK. The business offers some great benefits such as flexible working arrangements to enhance your work life balance, learning opportunities and a supportive environment. This friendly company has some ambitious substantiality targets, offers additional holiday days and encourages volunteering days to all employees, to give back to the local community.
The Requirements:
Essential -
* 100% focussed and committed to the role of Remote Delivery 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.
* A 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 focussed.
* 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 can estimate and prioritize effectively and meet tight 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 understanding 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.
Desired -
* Ideally qualified in PRINCE2 or similar, complimented with an understanding of data services and IP telephony technologies.
Responsibilities
The Operations team ensures the process from order to cash remains punctual, efficient and the client receives exceptional customer service.
This role is to work with the wider team to deliver a professional and consistently high-quality service in the area of Remote Delivery for our sub 30 seat installs. The role holder will be exceeding customer expectations, co-ordinating resources and managing costs whilst also providing a quick turnaround of customer self-installs and remote assisted installs.
* Review customer requirements as presented by the sales team and clarify and/or challenge as appropriate but with a view to kicking off the order within the agreed SLA or sooner.
* Develop appropriate plans for each Remote Delivery order involving all relevant resources, utilising the tools at your disposal.
* Utilise existing project processes and documentation where necessary to ensuring clear and regular communication to and appropriate engagement of all necessary departments involved whilst continually ensuring an exceptional customer experience.
* Timely record identification and tracking of risks and issues for each order, managing through to resolution or acceptable limitation.
* Actively track and forecast project progress to ensure delivery as per the requirements and agreed timeline.
* Provide accurate project forecasting updates to management when requested.
* 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.
* Provide regular and timely updates to any in-house systems to ensure visibility of progress and workload and that project governance is being followed.
* Conduct telephone-based Kick Off meetings with customers.
* Escalate any serious issues in a timely fashion to stakeholders, both internal and external.
* Develop and maintain any order 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.
* Collate and finalise all necessary information and data (including serial numbers and final job costing sheets) to ensure that invoicing is not delayed, and leases can be triggered.
* Assist in the ordering of lines and remote programming of systems prior to delivery, as and when required.
* 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.
* Actively contribute to, and promote, the use of best practice and continual service improvement within the team and the department.
* Facilitate reporting on the Remote Delivery team by always keeping customer and order data up to date.
If you're keen to join an exceptional team offering consistent hours, a great working environment, then please apply to this Delivery Coordinator role below or call Jamie on 01273 063769 between 8:00am - 4:30pm.