Professional Services Coordinator

Role Purpose

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The Professional Services Coordinator is responsible for planning, coordinating and supporting the successful delivery of customer projects across the business. The role acts as the central point of communication between clients, engineers, operations, sales teams and internal stakeholders to ensure projects are delivered efficiently, professionally and on schedule.
The Professional Services Coordinator will manage engineer diaries, resource scheduling, accommodation, transport and logistics, while providing customers with regular updates throughout the lifecycle of their projects. They will serve as the primary client contact from project initiation through to completion, ensuring an excellent customer experience and maintaining high standards of communication at all times.

Key Responsibilities
Project Planning & Coordination

Coordinate multiple customer projects simultaneously from initiation through to successful completion.
Create and maintain project schedules, milestones, resource plans and delivery timelines.
Ensure project activities are planned effectively and delivered within agreed timescales.
Work closely with Sales, Technical Services, Service Desk and Engineering teams to ensure smooth Service delivery.
Monitor project progress and proactively identify risks, issues and dependencies.

Escalate project concerns where necessary to ensure delivery commitments are met.

Resource & Diary Management
Manage engineer diaries and project schedules to maximise resource utilisation.
Allocate engineering resources based on skills, availability and project
requirements.
Schedule site visits, installations, surveys and project delivery activities.
Coordinate overtime, out-of-hours works and weekend project requirements
where necessary.
Ensure engineers are fully briefed on project requirements, customer
expectations and site details.
Travel, Accommodation & Logistics
Arrange transport, accommodation and travel requirements for engineers and
project teams.
Coordinate overnight stays and associated logistics to support project delivery.
Ensure all bookings are made within budget and align with project schedules.
Manage travel changes and unforeseen logistical challenges with minimal
disruption to customers.
Client Communication & Account Management
Act as the primary point of contact for customers throughout the duration of
projects.
Proactively communicate project progress, timelines and key milestones to
customers.
Inform customers of engineer attendance, planned works and any changes to
schedules.
Build and maintain strong customer relationships through professional and
responsive communication.
Handle customer queries and coordinate responses from technical teams where
required.
Ensure customer expectations are managed appropriately and consistently
exceeded where possible.
Administration & Documentation
Maintain accurate project records, documentation and customer
communications.
Produce project reports, status updates and completion documentation.
Ensure project information is updated within relevant systems.
Document lessons learned and identify opportunities for continuous
improvement.
Support management with reporting on project performance and resource
utilisation.

Key Skills & Experience
Essential
Previous experience in a Coordinator, Resource Planner, Service Coordinator or
similar role.
Excellent organisational and administrative skills.
Strong diary management and scheduling experience.
Exceptional attention to detail.
Excellent written and verbal communication skills.
Ability to manage multiple priorities and deadlines simultaneously.
Strong customer service and stakeholder management skills.
Proficiency in Microsoft Office applications including Outlook, Excel, Word and
Teams.
Desirable
Experience within an IT Managed Services, Technology, Engineering or
Professional Services environment.
Understanding of service delivery and project delivery processes.

Personal Attributes
Highly organised and proactive.
Customer-focused with a professional and approachable manner.
Confident communicator at all levels.
Calm and effective under pressure.
Strong problem-solving abilities.
Flexible and adaptable to changing priorities.
Team player with a collaborative approach. xkybehq
Takes ownership and accountability for delivering results.

REF-230550