Service Operations Coordinator

proAV; Egham; On-site; GBP 40,000 - 60,000; Full time

Job summary

A global audio-visual integrator is seeking an experienced Service Operations Coordinator in Egham, UK. The role involves coordinating resource allocations, managing FM holiday administration, and supporting CRM documentation. The ideal candidate will possess strong organizational skills and experience in customer service. This is a full-time position with a commitment to equality, diversity, and inclusion. The successful applicant will play a vital role in enhancing service quality and supporting the operations of a leading team.

Benefits

Professional development opportunities

Family-friendly policies

Inclusive company culture

Qualifications

• Experience in service operations coordination, ideally within a fast-paced environment.
• Strong communication skills to liaise with various departments.
• Ability to manage multiple tasks efficiently.

Responsibilities

• Process FM holiday administration requests and confirmations.
• Coordinate backfill for holiday and sickness cover.
• Administer the CRM for site visits and approvals.

Skills

Organizational skills

Customer service

CRM administration

Job description

About the Role

Role Overview

proAV are a leading global audio visual integrator, providing AV and event services across multiple client partnerships globally.

Our immediate requirement is for an experienced Service Operations Coordinator to be a key part of our Service team to join an established operation with scope to drive and enhance the service at every opportunity.

Experience and seniority of the position will be reflected by the remuneration and benefits package.

Key Responsibilities

FM Holiday Administration:

• Processing requests and providing confirmation of approvals
• Provide updates to HR
• Coordinating appropriate backfill for Holiday and sickness cover for FM teams
• Administration of purchase orders for third party support (Locums) where required for site cover
• Administer the resource diary to manage resource allocation, for employed and locum staff
• Coordinating the Christmas holiday rota to ensure sufficient resource and cover is coordinated

Primary responsibility for the administration of the FM mailbox, to cover the main topics of:

• Holiday Requests and queries
• Overtime submissions and queries
• Expense submissions and queries
• FM Customer Service feedback & recording in CRM
• FM Training documentation & recording in CRM
• Locum coordination

Coordination:

• Book and administer in CRM site visits for FM support staff to ensure we have appropriate contact and documented records with all applicable FM sites.
• Administer the approval database in CRM for which engineers are preferred / allowed or banned from which site.

Ad hoc service resource requests

• Administer and support ad hoc additional resource requests, to cover additional onsite cover, out of hours & weekend cover / event support.

Additional Duties

• Ownership for FM resourcing solutions, not just reactive, but pro‑active, including future planning.
• Working with Global Resource and Development Manage to develop resourcing strategies and pipelines to meet requirements.
• Company Subject Matter expert for on‑boarding and security vetting.
• Providing instruction, including documentation where required to ensure the Company meets requirements.
• Strategic alignment with HR on process and documentation to support this subject.
• FM administrative responsibility for the mobilisation of new FM contracts.
• Join the forecast team to plan and resource renewing and new FM contracts.
• Own the MDR process and documentation.
• Administrative responsibility for FM H&S coordination and record keeping.
• Administrative responsibility for Freelancer and agency bookings.
• Part of the relationship management team, ensuring our agencies are fit for purpose and supporting the proAV requirements.
• To include identifying new agencies and building relationships where necessary.

Hours of work

40 hours per week, 9 hours a day on a rotational shift basis between 7am-7pm, including an hour unpaid break, Monday-Friday.

About Us

proAV designs, integrates and supports blended technology solutions with AV, UC and beyond including end‑to‑end services and 24/7/365 support to enhance global collaboration and empower your world of communication.

From reviewing technology to integration to post‑deployment support, you’re in safe hands when you trust your AV and UC to proAV.

We are recognised as one of the AV industry’s most powerful international delivery and support operations trusted by a varied client base in more than 80 countries across 6 continents. To date, we have completed 700+ projects outside of the UK that meets the demands and challenges of a globalised marketplace, keeping the lines of communication and collaboration open.

From our state‑of‑the‑art Customer Services Centre and Video Network Operations Centre (VNOC) our dedicated teams manage, monitor and protect our global clients’ business‑critical AV systems architecture, products and technologies 24/7/365.

Equality, Diversity & Inclusion

proAV is an equal opportunity employer that is committed to supporting and promoting an inclusive culture for all employees and job applicants. We want everyone to feel comfortable being themselves and create a culture where we understand and respect each other’s differences. proAV does not tolerate discrimination based on age, disability, gender identity, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We make employment decision based on the needs of our business and the qualifications and/or experience of the individual. proAV offers personal and professional development opportunities, not just through traditional qualifications, but also through Apprenticeship schemes, internal training and mentorship programmes. We support employees and job applicants with their work‑life balance through our family friendly policies and practices. We encourage all to apply.