Project Support Co-ordinator

The Stark Group is a fast-growing technology-based business and has built a market leading position in the provision of energy data and services with a proven track record for constant innovation. Stark helps businesses understand and manage their electricity, gas, and water usage, so they can reduce their energy costs and minimise their carbon emissions. We are a passionate, and friendly team who thrive on solving problems and with data integrity at the heart of everything we do.

To provide an excellent standard of customer support in the installation and maintenance of Utilities and ensure all relevant key performance indicators are followed.

• Fully manage allocated Utility installation or maintenance logs using Stark's CRM database, actioning, reviewing, and responding to all areas of individual responsibility in line with Project Delivery and Support procedures.
• Manage Project Delivery and Support mailbox, taking ownership of allocated logs and prioritising workload.
• Collate, investigate, and progress all customer orders and queries through to completion.
• Adhere to all Project Delivery and Support Service Level Agreements, processing and responding to customer emails and orders within 3 days.
• Complete allocated individual log reviews every 5 days.
• Resolve customer queries and complaints following the Project Delivery and Support procedures, making succinct, accurate notes of all completed actions on CRM.
• Provide consistently helpful, efficient, and courteous customer support via telephone and email as required.
• Identify improvements in service through building and understanding customer requirements, problem solving, sharing knowledge, and suggesting continual improvements within the team.
• Generation and analysis of monitoring statistics.
• Generation of regular customer reports in accordance with Service Level Agreements.
• Generating sub-contractors work files and dealing with suppliers' invoices.
• Effectively deliver exception reporting to customers, in line with procedures.
• Run standard reports for Customers on status of AMR installations as required.
• Maintain accurate notes of conference calls and in-house meetings as required and promptly distribute as necessary.
• Manage and maintain accurate and up to date paper and electronic files in centralised folders.
• Undertake methodical administration as required.
• Demonstrate ownership of tasks, activities and projects and use initiative.
• Proactively liaise with and quickly build rapport with customers and suppliers.
• Proactive use of telephone and follow up with emails to maintain clear audit trail at all times.
• Participate in regular training/learning activities to maintain and develop skills and knowledge.
• Adhere to all Stark policies, procedures and working practices.
• Ensure the health and safety of yourself and others who may be affected by what you do; use work equipment provided safely and co-operate with managers to provide safe systems of work.
• Any other reasonable duties as required.

Requirements

• Strong problem-solving and analytical abilities.
• Keep up to date with advances in business area, new methods and ways of working.
• Strong administrative and organisational skills.
• Intermediate knowledge of Excel, Word and Outlook.
• Confident and accurate use of departmental computer systems/databases.

Behaviours:

• Consistently professional, confident, and calm even in challenging situations.
• Demonstrate a customer focused approach; and an expectation of others to do likewise.
• Supportive and helpful team player with a flexible and positive attitude.
• Proactively share knowledge, skills, and experience with others to increase team performance.
• Deliver a high volume of quality work on time.
• Strive to get things right first time.
• Strive to meet objectives and improve performance.
• Highly organised with good attention to detail.
• Prioritise work well.
• Work effectively and responsibly without close supervision.
• Reflect and evaluate own performance in order to identify areas for improvement; maintain a learning and development plan.

Communication & Interpersonal Skills:

• Articulate, professional and clear verbal communication skills.
• Present information clearly and in an engaging way.
• Good interpersonal and rapport-building abilities.
• Precise and appropriate written communication skills.
• Good telephone manner.
• Good listener; can understand the needs of customers and colleagues.