The Project Coordinator - Desktop Team (DT) role is responsible for learning and supporting the Project manager in the running of a restoration project from beginning to end within budget and scope. The key purpose of this position is to support projects to be delivered efficiently, safely & accurately whilst aligning with contracts, quality assurance standards, audits, OH&S regulations, client standards/ KPI’s & overall business plans. The Project Coordinator is responsible for supporting the Project managers and State managers in achieving minimum GP Margins set by the CEO.
Responsibilities:
Co-ordination & support of Restoration Projects/ Budget & Scope
- Assist and learn to Scope & Quote jobs
- Support in management of all types of Restoration Projects from initiation to completion.
- Ensure that all Client’s needs & KPI’s are met & FRA quality control is adhered to.
- Ensure that Key Financial Targets are met, including Revenue Target & GP Targets.
- Ensure a high level of customer satisfaction.
- Effective communication with all key Internal and external Stakeholders. Network & communicate professionally with (internal teams, property owners, Insurers, Loss Adjusters, TPA’s & all other work providers.
- Display a solid technical understanding in all facets of restoration.
Claim’s Management
Ensure that the entire claims process runs smoothly with an agreed understanding for the key deliverables including reporting KPI’s, (Claims assistants) onsite field KPI’s (field technicians) & meeting escalation time limits should any dispute resolution not be adequately dealt with within 24 hours. These escalation points then directed to relevant State Manager for Job related complaints, & onto the National Operations Manager as a further escalation point.
Relationship Building & Sales Reporting
- Build on existing relationships, leveraging those relationships to increase sales.
- Upsell existing jobs wherever possible & build new relationships to expand on customer base.
Effective Key Stakeholders Communication
- Work with the CEO and Marketing Coordinator to implement a sales plan tailored for the Project Manager. Document sales activity and present as required.
- Effective communication with key stakeholders ensuring regular and clearly documented updates actioned.
- Variations to be submitted within 24 hours & no work to begin on any variations without key stakeholders’ consultation & without written approval from the work provider.
- Inform the State manager immediately when a potential financial risk is identified that could have a material impact & or the Group.
- Provide clear & effective communication to the Field Technicians & CSO’s in order to obtain a shared understanding of what is required to deliver on all KPI’s & deliver the project within budget & to scope. This under direction of
PM’s and SM’s.
Meeting/Exceeding Client KPI’s
Responsible for assisting in delivering on all the Client KPI’s. Working in conjunction with the assigned Project manager & the Field Technicians to deliver on the KPI’s. The KPI’s include the average job costs, life of claim, reporting KPI’s along with customer satisfaction KPI’s
Meeting/Exceeding Financial & Operational KPI’s
Responsible for support of delivering the project from initiation to completion within budget & to scope.
Meeting/Exceeding Operational KPI’s
Comply with all Operational Policies & meet Operational KPI’s
Innovation & Continuous Improvement
- Obtained IICRC WRT, & AMRT accreditation qualifications
- Advise Management on processes for potential improvement opportunities
Attendance & participation in:
- All mandatory inhouse & industry specific training
- Company meetings where required
- Industry events & actively network at those events
Proactive Leadership & Including technician training
- Support, coach & train technicians in line with company policies, procedures & safe work methods in both general & specialised areas of expertise.
Occupational Health & Safety Compliance
Responsible for ensuring:
- Safety & Quality compliance in accordance with safe work method statements & material safety data sheets (SWMS & MSDS) on all projects.
- Occupational Health & Safety matters are managed accordingly.
- Excellent overall housekeeping, professional behaviour/ presentation & site standards are adhered to.
- Proactively contribute, maintain & evolve the development, implementation & working knowledge of all policies, procedures, practices etc that are applicable to the roles area of responsibility.