Coordinator - Field Support

Location: Emley Moor

Reports to: Team Leader for Field Scheduling and Support

Direct reports: No direct reports

Summary of Role: To qualify requests for field resource related to projects, inspections, preventative and planned maintenance. Working within agreed SLA's to ensure seamless end to end process from initial request to engineer visit. To adhere to Arqiva's values, promoting service excellence, whilst striving to maintain best and safe working practices.

Key Objectives:

• Support and implement Arqiva company values
• Comply with Arqiva policies, process and procedures
• Develop and maintain professional working relationships with internal and external customers and third party providers, striving to maintain and or exceed expectations
• Qualifying requests to ensure that all information is fit for purpose and provided accurately to end users
• Ensure all service calls are answered promptly and professionally
• Provide a central point of contact for requests and queries relating to the coordination, system entry and pre-field delivery of work relating to projects, inspections, preventative and planned maintenance
• Ensure timely correction of identified errors with time recording. Provide feedback and escalation as required to prevent future re-occurrence.
• Work closely with the Scheduling team and/or Project Delivery Coordinator to arrange and ensure correct resource and timely deployment of work.
• Maintain database integrity ensuring accurate and meaningful data entry
• Self manage performance against agreed Key Performance Indicators (KPI's)
• Maintain regular communication with line manager on workload and escalate issues as they arise
• Identify training and development that may benefit you and your team to increase efficiencies and improve service.
• Through continuous improvement, identify opportunities to improve service, process or systems
• Support problem management; help identify problem areas, escalate findings to the management before moving forward and or implementing corrective actions
• As requested, carry out ancillary tasks deemed within your capability
• Promote an effective Safety, Health and Environment culture, to ensure a safe and healthy working environment within area of operation
• Maintain a secure working environment in line with the requirements of the Arqiva Security Policy in order to protect individuals, information and Arqiva assets

Skills/Competencies:

• Supports specialists in the department
• Contributes as an individual, or as part of a team or cross functional team
• May define processes and identify corrective actions
• Provide support to other professionals in functional area
• Required to perform repetitive tasks and solve problems within defined guidelines
• Customer focused
• Able to build professional relationships, with excellent communication skills (both written and oral)
• Commercially and financially aware, with excellent supplier management skills
• Ability to adapt to in house systems, proactively increasing knowledge and understanding.
• Good keyboard skills; working knowledge of Microsoft Office including Outlook and Excel
• Good planning skills, able to prioritise and coordinate multiple events effectively
• High standards in quality, accuracy and attention to detail
• Ability to assimilate technical and service information and highlight possible trends or areas requiring improvement

Technical Knowledge, Experience & Qualifications:

• A good standard of education, preferably achieved 4-6 GCSE's at grades A-C, to include English and Maths
• Or 3-years equivalent experience within a similar role
• A recognised qualification within service planning and delivery
• ITIL V3 Service Management Foundation

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