Customer Operations

About The Role

Essential duties & responsibilities 

Working closely with the customer, Project Support, Technical Service Delivery teams and Solution Architects to agree a delivery plan from the outset for all new orders including key phases, tasks, communication plan and timelines associated with the order.
Ensure that all updates on orders are communicated in a clear, effective and timely manner, where appropriate personally delivering those updates.
Managing the customer experience throughout the service delivery phase across all delivery teams.
Ensure that services are aligned to ensure “just in time” installations across all products and also that all costs being incurred by Claranet are able to be passed on to our customers in a timely manner.
Co-ordination of tasks between Engineering and Support teams ensuring appropriate handover of tasks/actions as order progresses
Update systems and tools with accurate information to allow solutions to be built right first time and to allow other areas of the business the ability to support our customers.
Input into the production of a weekly and monthly Service Delivery WIP Reporting: progress against monthly delivery targets, delivery schedule of all orders in progress, problem orders, etc.
Manage any change requests for orders in progress with Sales Support function and, if needed, Solution Architects, gaining appropriate customer approval and ensuring any additional costs are approved and charged.
Identify any area of risk to order progression and liaise and escalate in accordance with team processes ensuring risks and escalations are understood, communicated and minimized
To ensure that all orders are handed over to both the customer and support function in a timely and effective manner
Work closely with suppliers in ensuring the timely delivery of 3rd party services and manage any jeopardy situations, like Telco wayleaves, council permissions, excess charges, etc.
Support the Project Managers on major projects maintaining project documentation where required, such as RAID Logs, WIP and Highlight reports.
Attend Project Kick off, Project Review, and Project Closure Meetings where required.
Work with the Service Managers to build strong relationships with Service Managed customers, act as customer champion for Service Delivery and attend Service Reviews where required. 
Manage or work on internal projects as required.

About You

Position specifications 

Exceptional customer facing skills
Confident, proactive, hardworking and flexible
The ability to work accurately and proactively, with an eye to detail and to prioritise a complex and varied workload
Proven written and oral communication skills including excellent telephone skills
Ability to work as part of a team, with a flexible approach to work and willingness to learn
Excellent interpersonal skills in communicating with staff at all levels of seniority both internally and customer facing, with the ability to form strong working relationships
Substantial experience of providing high level project administrative support or administrative support in an IT services environment
The ability to work without close supervision in a fast-paced environment with tight deadlines

In addition, the following are highly desirable:
ITIL v4 and Project Management knowledge desirable
Demonstrable commercial understanding/acumen
Educated to NVQ level 4, degree/HND or equivalent qualification/experience

About Us

This position is an important role within Project Office and is responsible for the timely and accurate delivery of customer orders.  The Project Co-ordinator is responsible for coordinating the appropriate resources to deliver the order and provide timely updates to both internal and external clients.

The Project Co-ordinator will act as the order “Project Owner” and will interface with customers to facilitate an agreed communication plan throughout the delivery cycle and ensure internal departments are working to an agreed plan/timescale.

The Project Co-ordinator will be responsible to ensure both a high-quality delivery that is “right first time” and a cost effective installation, by appropriate risk and issue management.

The Project Co-ordinator will also support the overall output from the Project Office and will be required to work with and support Project Managers on major projects.

In addition, managing and driving customer projects the Project Co-ordinator may from time to time be required to manage or be involved with internal projects.

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