Job Title

Project Coordinator

Location

Hybrid / Agile Working

Job Summary

This role will ensure that we collect and understand essential insights and feedback that will shape the future of Tendertec’s products.

Providing our customers and end-users with open and honest conversations around the value of our products and the customer experience we provide, and manage expectations.

Identifying through trend analysis from feedback received, and work with the Project Manager to consolidate learning from customers and provide recommendations for the improvement of existing products and the design of new products.

Key Responsibilities – Operational

To put customers are the centre of our offerings by taking accountability for helping customers test and use our products, manage customer feedback throughout our feedback process. Liaising with customers about their experience with our products, understanding the diversity issues and different needs of our customers, providing a flexible and patient approach when managing these.

To be empathetic and proactive in communication to colleagues, partners and customers.

Using our CRM and other systems to record accurately customer interactions, enquiries, feedback, managing customers and assisting with the management of customer requests within the set timescales.

Ensuring customers are provided with a clear, concise and appropriate response that is written in plain English to any feedback they raise.

To interpret feedback provided and produce reports to recognise areas of great performance and areas of improvement across the whole organisation. Sharing information provided from customers that demonstrates the impact of customer experience to our customers.

To liaise with any external organisations, as appropriate, as part of working with customers to design, test, improve and launch of our products.

Present R&D project findings and participate in events such as trade expos, conferences, seminars and workshops.

Contribute to the preparation of dissemination and communications materials (blog posts, web pages, social media briefings, project summaries, etc) for a variety of audiences.

Be responsible for supporting customers in the installation and use of our products. This will mainly cover England and Wales.

Help ensure that the aims of our R&D projects are met in the timescales given.

Be asked to perform other duties occasionally which are not included above, but which will be consistent with the role.

Key Responsibilities – Financial and Risk Management

To assist in managing any compensatory requirements, processing customer requirements and payment details to ensure that the financial requirements of the organisation are adhered to.

Ensure compliance with legal and regulatory requirements in respect of equality and diversity, data protection, copyright and licensing, security, financial and other policies, procedures and codes as appropriate.

Key Responsibilities – Administration

Collation and production of information gathered from customer feedback and complaints to identify trends occurring and areas of improvement, or, good performance, for the organisation.

To provide ad-hoc support to the Project Manager, Product Owner and other colleagues as requested, where requests fall within the scope of this role of within the Project Management Team.

Support the Project manager in the production of data and reports as required for the project.

Undertake the organisation and minutes of project meetings and workshops, and the implementation of procedures required to ensure accurate and timely reporting.

Special Conditions

Working to deadlines set around our complaint handling policy, managing customers expectations who may have received a service that hasn’t met a customer expectation, or managed a customer emotion. This will require a high degree of personal resilience.

General Expectations of Tendertec

1. To promote equality of opportunity and recognition of diversity in all aspects of work.
2. To promote Tendertec’s core values and ethos.
3. To foster constructive and collaborative working relationships with colleagues, stakeholders and partner organisations.
4. To participate in the continuous improvement of our products.
5. To work within Policy and Procedure, Standing Orders and Financial Regulations.
6. To understand the importance of data protection laws and protocols within every role and to abide by these at all times.
7. To act responsibly and be ‘risk and safety aware’ and co-operate in the identification and minimisation of risks and to ensure you are familiar with significant local hazards and know and use ‘safe systems of work’.

Job Related Skills and Knowledge

Essential

·      Effective customer experience skills with a strong customer focus, with an instinctive desire to ensure the customer is at heart of everything you do

·      Excellent communication skills across all platforms, including the ability to empathise and deal sensitively with difficult situations, and the ability to convey information accurately and clearly to both colleagues and customers when explaining complicated issues.

·      Good organisation and project management skills

·      Ability to plan own day-to-day activity and workload within the framework of the agreed programme.

·      Ability to prioritise and balance a varied workload and deliver outcomes in a timely manner.

·      Ability to collate, analyse and effectively present information from a variety of sources.

·      Skilled at problem resolution involving complex problems in many areas

·      Complaints handling and conflict resolution skills

·      Ability to demonstrate a high level of accuracy and attention to details in a pressured environment

·      Ability to engage with a wide range of individuals and organisations, in order to liaise effectively with external collaborators and project partners at a variety of levels.

·      Able to work under own initiative

·      Able to demonstrate discretion and to handle confidential information sensitively.

·      Team worker engaged with other teams across the business understanding organisational objectives

·      Good level of ICT literacy.

·      Self-motivated proactive approach to work and commitment to working within an interdisciplinary team

Desirable

·      Presentation skills

·      Coaching skills

·      Ability to gain broad understanding of all related service areas within the organisation

Experience

Essential

·      Either working within an organisation, dealing with multiple enquiries and tasks simultaneously in a timely manner, or the ability to demonstrate that such demands are not outside of your comfort zone.

·      Experience of customer service

Desirable

·      Experience in either the health or social sector

·      Experience of handling complaints

·      Experience of communicating to a variety of audiences through different media

·      Experience of organising meetings, workshops or similar events

Education / Qualifications

Essential

·      Educated to GCSE or NVQ or equivalent level of knowledge gained through experience

Desirable

·      NVQ or other qualification in Business Administration or Customer Services

·      Demonstration of personal development to gain knowledge for your role

Other Requirements

Essential

·      Willingness to work flexibly on occasion to attend customer meetings and/or other events such as information sessions, webinars and conferences.

Desirable

·      Driving License

Guidance Notes

We strongly advise that you carefully read all available information for this job before applying for this post. The Job Description includes a full job description and a person specification, which details the skills, qualifications and experience which are required for this job. 

The Person Specification is split into 2 sections: essential and desirable. You should ensure that you meet all of the essential criteria for the job and that how you meet these criteria is communicated fully in your application. 

The desirable section contains a list of skills, qualifications and experience which it would be beneficial for the jobholder to have. 

All shortlisting decisions will be based initially on essential criteria, with desirable criteria being used to further select or deselect candidates as appropriate.  We interview those candidates who are the closest match to the identified criteria.