Role Overview
The operations Coordinator ensures smooth planning, coordination, and delivery of client projects and reactive works from enquiry to handover. Responsibilities include managing enquiries, preparing quotations, maintaining accurate project and client records, and scheduling resources such as staff, fleet, and logistics.
Serving as a key point of contact, providing timely updates to clients, supporting Contract Managers and engineering teams, managing communications, and maintaining strong stakeholder relationships. The coordinator also supports with improvements to operational processes, driving efficiency and project delivery quality.
This role will be based between our offices at Charing Cross & Hammersmith Hospital, with the occasional attendance to our head office in Ickenham.
Key Responsibilities
Scheduling & Job Management
Ø Set up new projects in the business system and ensure all client and project details are accurately recorded.
Ø Allocate project jobs and coordinate schedules, resources, engineers, and fleet to ensure timely delivery.
Ø Manage logistics, including fleet planning, travel, accommodation, and equipment requirements.
Ø Liaise with clients to clarify job requirements and provide clear, timely updates throughout the project.
Ø Assign contract, remedial, and emergency works to engineers and subcontractors via business systems and ensure job details and materials are prepared.
Ø Maintain regular communication with engineers and Contract Managers to ensure labour and schedules are planned effectively.
Ø Maintain effective subcontractor and supplier relationships
Ø Support Contract Managers and multidisciplinary engineering teams, including gas, welding, and plumbing specialists.
Ø Maintain accurate internal records to support smooth project tracking and handovers.
Ø Proactively manage the Planned Maintenance programme to ensure all works are completed on schedule.
Communication & Account Management
Ø Serve as the primary point of contact for contract-related and client enquiries, building and maintaining strong professional relationships.
Ø Provide timely, accurate, and clear information to both internal and external stakeholders to support effective service delivery and client satisfaction.
Ø Maintain a comprehensive understanding of each contract and client account, offering accurate overviews and actioning requests promptly and proactively.
Ø Ensure all written communication is of a high standard, reflecting the professionalism of the company.
Ø Take ownership of enquires via the Operations email and telephone ensuring that they are dealt with promptly and escalations are referred to the leadership team as and when required.
Contract Administration
Ø Ensure all contract-related documentation are accurately filed and maintained in accordance with the company’s electronic filing procedures.
Ø Complete PQQs and update client or compliance portals as required.
Ø Prepare, proofread, and issue job reports, while maintaining up-to-date WIP records for all our clients.
Ø Support the onboarding of new clients, ensuring each stage is completed in full compliance with company procedures.
Ø Accurately record and maintain client information within relevant business systems.
Ø Prepare and request client invoices promptly upon completion of works, in line with company invoicing procedures.
Compliance & Risk Management
Ø Ensure all jobs are supported with the required RAMS prior to works commencing.
Ø Verify that internal labour and subcontractors hold the necessary qualifications, certifications, and competencies to carry out assigned works.
Ø Maintain and update the employee skills matrix to include storing of training certificates and are filed correctly and that expiring certifications are identified and renewed as required.
Ø Take the lead with organising and booking training requirements.
Ø Escalate any compliance concerns or instances of non-compliance to the leadership team promptly.
Ø Provide support with company fleet administration, including coordination of MOTs, servicing, and accurate record keeping.
Tracking & Reporting
Ø Maintain an accurate and centralised contract database in line with internal filing procedures.
Ø Monitor key contract dates - such as PPM and remedial visits—using internal systems to ensure all planned activities are completed on schedule.
Ø Produce regular reports on contract status, performance metrics, and renewal timelines to support informed decision-making.
Ø Ensure all job reports are proofread, include high-quality photos, and are issued to clients in a timely manner.
Ø Manage engineer timesheets, ensuring accuracy and weekly submission to payroll.
Process and System Management and Improvement
Ø Continuously review existing processes to identify opportunities for increased efficiency, effectiveness, and reduced contract cycle times.
Ø Recommend and support the implementation of process enhancements to strengthen business operations across functions.
Ø Identify opportunities for system improvements and work with the leadership team to optimise workflows and drive business performance.
Ø Actively contribute ideas through HMS’ ‘open door’ policy to support new processes, business direction, and ongoing improvements.
Quotations
Ø Prepare and produce accurate client quotations for required works, ensuring all figures, scope, and details are complete.
Ø Gather and verify relevant information for each quotation, collaborating with Contract Managers or subcontractors to confirm scope, timings, and requirements.
Ø Ensure all quotations are logged and maintained in the business system throughout the process.
Ø Follow up with clients via phone and email in line with company processes to support timely approvals and decision-making.
Ø Review and check quotations to ensure accuracy, compliance with company standards, and completion of the internal approval process.
Ø Process all quotations within established company timeframes, maintaining clear records to support reporting and client communication.
Essential Skills & Experience
Ø Minimum of 2 years’ experience in contract coordination, contract administration, project coordination, or a similar role.
Ø Experience in client management, scheduling, and resource planning.
Ø Strong organisational skills with exceptional attention to detail and the ability to manage multiple priorities and deadlines.
Ø Excellent written and verbal communication skills with clients, internal teams, and remote colleagues.
Ø Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and familiarity with CRM or project/contract management systems.
Ø Ability to maintain accurate records and support smooth project handovers.
Ø Proactive problem-solving skills with a process improvement mindset.
Ø Collaborative team player capable of working independently.
Ø General understanding of the M&E industry, commercial maintenance, and engineering practices.
Ø Knowledge of facilities management operations and day-to-day functions.
Ø Basic financial administration skills, including invoicing.
Pay: £34,000.00-£40,000.00 per year
Benefits:
- Casual dress
- Company pension
- Free parking
- On-site parking
Work Location: In person
