Professional Services Coordinator

Professional Services Coordinator

Location: Hemel Hempstead (With Hybrid Working)

The Role

As the Professional Services Coordinator you will coordinate operational administration for the Professional Services department and provide full support to the Professional Services Admin 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 Professional Services Admin 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
  • Assessment of new ticket enquiries and providing a quality gateway with Sales
  • Allocation of Presales resources
  • 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
  • All other general admin tasks requested

To provide administration support to Professional Services Team to include:

  • Assistance with completion, including chasing, of weekly timesheets
  • 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
  • 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 presales team / engineers and consultants for all administrative tasks on a day-to-day basis

To provide support to PMO Operations

  • 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.

Skills/Competencies:

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

The above list is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope of the post.

What is needed?

  • Have a good command of all MS Office applications
  • Exceptional communication skills, both written and verbal
  • Ability to be flexible and adaptable; able to work in ambiguous situations
  • Must be a team player and able to work collaboratively with and through others

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 4.1
  • 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?

If successful, one of our dedicated recruitment team members will be in touch with you for a screening call. Please note, we will always endeavour to acknowledge every application we receive, however, due to the high volume of applications, we are unable to reply to every individual with specific feedback.

Benefits:

  • Bupa Cash Plan
  • Investors in Personal Development
  • Pension Scheme
  • Death in Service
  • Staff Referral Scheme
  • Private Medical Insurance
  • Tech Scheme
  • Will writing
  • Additional benefits: Shopping discounts, Length of service awards, BUPA anytime Healthline, Tastecard, Flu Vaccination Vouchers, Employee Recognition, Annual leave entitlements, 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.