Professional Services Coordinator

The Role

We are recruiting for a Professional Services Coordinator. You will coordinate operational administration for the Engineers and Consultants within the Professional Services department and provide full support to the Technical Services Operations Manager, under on-going responsibilities and duties, ad-hoc requests or on a project basis. Using a variety of systems, you will manage requests and communication whilst working within defined KPIs, OLAs and SLAs whist ensuring a high level of service and quality.

What you will be doing?

  • To support Technical Services Operations Manager to include:
    • Approval of weekly timesheets
    • Data inputting and analysis for reporting purposes
    • Production of monthly utilisation and activity reports per resource
    • Production of documentation such as processes, procedures and user guides
    • Overtime verification and calculations
    • Management of customer credit monthly statements (Agility Flex)
    • Ownership of all Agility Flex queries
    • Coordination of internal knowledge sharing initiative (Discover Agility)
    • Management of Team Handbook content
    • Creation of content, production and publishing of monthly team newsletter
    • Induction of team New Starters on PS policies, processes and procedures
    • Coordination and scheduling of team PDRs and quarterly 121s
    • Organisation of all team events
    • Recruitment activities
    • All other general admin tasks requested
  • To provide administration support to Professional Services Team to include:
    • Assistance with completion, including chasing, of weekly timesheets
    • Provide monthly overtime statements per resource
    • Timely approval of holiday / absence requests in HR system (SelectHR)& Services Operations System (Autotask)
    • Inputting of absences on Services Operations System (Autotask), including engineers’ work schedules
    • Assistance with completion and approval of expenses and on-call claims
    • Coordination of training courses and exams
    • Management of Training Plans and scheduling training
    • Updating team skills matrix on a quarterly basis
    • Updating team CV profiles on a quarterly basis
    • To act as point of contact for engineers and consultants for all administrative tasks on a day-to-day basis
  • To provide support to PMO Operations
    • To coordinate and fulfil service tickets and resourcing under CAE’s value-added services (Agility Intelligence/Agility Presales/Agility Predict/Agility Resource/Agility Touch)
    • Running PMO data audits and quality checks
    • 3rd Party invoice tracking and sign off
  • To identify and escalate risks or issues as early as possible
  • To store documentation, in a central location, and on the ticket as appropriate
  • Compliance with all Security, Safety, Health & Environmental responsibilities and requirements as detailed in the Company’s Security, Health & Safety and Environmental Policies.

What is needed?

As a Professional Services Coordinator you will need to be outgoing, highly organised, disciplined and adaptable with excellent communication skills. You must be an energetic team player who is able to multitask and prioritise. Your work will be driven by a customer services mentality.

In addition to this you must:

  • Demonstrate the ability to build relationships with a remote team
  • Be an effective problem solver with the ability to interpret information given to you in different formats / language / depth of detail
  • Be highly organised with good time keeping skills
  • Have a keen eye for detail and observational skills
  • Be able to work to OLAs and SLAs
  • Demonstrate effective time managements and the ability to work to strict deadlines
  • Be process driven whilst showing adaptability
  • Be committed to continuous improvement of skills and practices
  • Have excellent documentation skills
  • Demonstrate the ability to gain a basic understanding of the different technology areas necessary for the role
  • Be able to work reactively as well as proactively
  • Be a logical thinker
  • Be quality focused
  • Be able to work independently
  • Be a quick learner
  • Be comfortable taking on responsibility and acting as a central point of contact
  • Be a creative thinker who looks for opportunities to improve existing processes

Knowledge & Experience

  • Have a good command of all MS Office applications
  • This role would suit a person with experience working in a team within a fast-moving office environment within a process driven administrative role, where cross-departmental collaboration has been central to the work.

Desired

  • Previous scheduling or project coordination/support experience
  • Previous experience within an IT services environment
  • Previous experience working with ticketing/HR/finance systems
  • Diary Management

 

Qualifications & Training

  • GCSEs or equivalent in Maths and English

The Company

This is CAE – Our goal is to be recognised as the most trusted and valued IT infrastructure solutions provider, and be chosen by our customers, partners and everyone in the CAE family, because of our unique understanding, total commitment and positive engagement.

We get recognised in a number of different ways:

  • As a Sunday Times Top 100 Best Places to Work
  • With a Glassdoor score of 4.7
  • Having ISO9001 and 27001 certifications
  • With multiple awards from manufacturers including Cisco and Palo Alto
  • As part of the Sunday Times International Track 200 for fast growing exports
  • Being 3 star accredited with the Service Desk Institute
  • Within our industry with shortlists and wins from CRN and Comms dealer magazines
  • and every time we get an order from one of customers – recognising that we are their partner of choice whether they are in the Commercial, Public or not for profit sectors

It is our approach that sets us apart and our people that make us different #thisishowwedoit

What is next?

You apply and if successfully shortlisted, we will be in touch with next steps. Unfortunately, due to high volumes of applications we can’t always provide feedback.

Benefits:

  • Bupa Cash Plan
  • 25 days annual leave
  • Investors in Personal Development
  • Pension Scheme
  • Death in Service
  • Staff Refereal Scheme
  • Provate Medical Insurance
  • Tech Scheme
  • Will writing
  • Additional benefits:  Shopping discourts, Length of service awards, BUPA anytime healthline, Tastecard, Flu Vaccination Vouchers, Employee Recognition, Annual leav entiliments, Cycle to Work Scheme, Fresh Fruit

CAE Technology Services are an equal opportunities employer. We are committed to eliminating discrimination and encouraging diversity across our workforce. We aim to provide a fair and consistent job application process and to not discriminate on grounds of gender, marital status, sexual orientation, race, ethnic origin or disablement.

CAE Recruitment
jobs@thisiscae.com