Operations Co-ordinator

The Operations Co-ordinator plays a key role in the delivery of exhibitions and events, providing a high standard of customer service to exhibitors and supporting the coordination of projects from planning through to live delivery. The role is heavily administrative and detail-focused, with responsibility for managing exhibitor communication, processing and coordinating orders, supporting internal teams, and assisting with onsite delivery. The Operations Co-ordinator is a central point of contact for exhibitors and works closely with Customer Experience, Project Management, Operations, Artwork and suppliers to ensure events are delivered accurately, on time and to specification.

Key Responsibilities

• Customer Service and Exhibitor Management
  • Act as a primary point of contact for exhibitors, delivering a consistently high standard of customer service by email and phone.
  • Manage shared exhibitor inboxes, ensuring enquiries and orders are logged, actioned and followed up within agreed timescales.
  • Support the full exhibitor journey, from initial contact through to event delivery.
  • Take, process and manage exhibitor orders accurately, ensuring correct information, pricing and deadlines.
  • Identify and progress upselling opportunities in line with exhibitor needs and agreed guidelines.
  • Attend exhibitor calls and webinars to support communication, order capture and follow-up.
  • Set up, maintain and monitor exhibitor portals, ensuring all information is accurate and up to date.
  • Collate exhibitor orders for graphics, furniture, electrics, carpet and other services.
• Project Coordination
  • Support the creation of graphic briefs and liaise with the Artwork team to manage submissions and deadlines.
  • Track artwork and information from exhibitors, following up where content is missing or late.
  • Create, update and issue job packs with clear, accurate and complete information.
  • Raise purchase orders in line with internal processes and approval requirements.
  • Support project reconciliation by ensuring orders, costs and documentation are accurately recorded.
• Operations and Event Delivery
  • Assist with floor plan coordination and updates, working closely with Operations and Project teams.
  • Liaise with suppliers to support timely delivery of services and materials.
  • Support show build preparation to ensure exhibitors receive what they have ordered, on time and to specification.
  • Attend events onsite across the UK to support exhibitor delivery, issue resolution and live operations.
  • Work collaboratively with internal teams to ensure information is shared clearly and consistently.
• General Responsibilities
  • Maintain accurate records and documentation across internal systems and portals.
  • Manage multiple tasks and competing deadlines in a fast-paced environment.
  • Follow company processes, quality standards and health and safety requirements.
  • Proactively identify issues, errors or risks and elevate where appropriate.
  • Support continuous improvement in ways of working and customer service delivery.

Essential Skills and Experience

• Confident and professional communicator, comfortable speaking with customers and clients.
• Strong administrative skills with a high level of attention to detail.
• Ability to organise workload effectively and meet deadlines.
• Good IT skills, including email, spreadsheets and document management systems.
• Willingness to travel and work onsite at events across the UK.

Desirable Skills

• Experience in customer service, events, exhibitions, operations or project coordination.
• Experience processing customer orders and working with suppliers.
• Commercial awareness, including identifying opportunities to upsell services.

Personal Attributes

• Customer-focused with a strong service mindset.
• Organised, methodical and reliable.
• Calm and practical under pressure.
• Proactive and adaptable.
• Collaborative and team-oriented.

Key Performance Indicators (KPIs)

• Customer Service and Exhibitor Experience
  • Exhibitor satisfaction based on feedback relating to service, communication and support.
  • Response times to exhibitor enquiries within agreed service levels.
  • Accuracy of exhibitor orders processed, with minimal errors or rework.
  • Value and volume of additional services upsold in line with agreed targets.
• Project Coordination and Administration
  • Percentage of artwork briefs, job packs and orders completed and issued on time.
  • Effective tracking and follow-up of exhibitor artwork submissions.
  • Accuracy and completeness of job packs issued to internal teams and suppliers.
  • Purchase orders raised correctly and in line with internal processes.
• Operational Delivery
  • Percentage of events where exhibitor orders is delivered correctly and on time for build.
  • Accuracy and timeliness of floor plan coordination and updates.
  • Effectiveness of onsite support, including issue resolution and escalation.
• Ways of Working and Compliance
  • Accuracy of information maintained across systems and portals.
  • Adherence to internal processes, quality standards and health and safety requirements.
  • Feedback from internal teams on communication, reliability and contribution to event delivery.

Additional Information

As duties and responsibilities change, this job description will be reviewed and amended in consultation with the Head of Department. The postholder will be expected to comply with all company policies and procedures, including health and safety and quality standards.

Working Conditions

• 09:00 – 17:30 hrs based in SW19 2QA.
• Travel: This role may require occasional travel to event venues, client meetings, and industry conferences.
• Physical Demands: The position may involve standing, walking, and lifting light to moderate objects during event setup and teardown.
• Flexible Hours: The nature of event management may require working evenings, weekends, and holidays to accommodate client needs and event schedules.
• Fast-Paced Environment: The role operates in a dynamic and fast-paced event industry, requiring the ability to adapt quickly to changing priorities and deadlines.
• Collaborative Workspace: The employee will work closely with internal teams, clients, and vendors in a collaborative office environment.