Join our Marketing team and play a key role in managing our telephone systems, IT assets and business communications infrastructure whilst delivering valuable reporting and insights that help drive our customer engagement strategy!
Department: Marketing
Reporting To: Marketing Manager
Hours: Part-Time, 25 hours per week - 5 days per week (hours to be agreed)
Purpose of the Role:
The IT & Communications Coordinator will be responsible for the day-to-day administration of the company's telephone systems, user accounts and IT equipment across all group locations. The role will act as the primary liaison between the business and external support providers, ensuring staff have the equipment and communication tools they need to carry out their roles effectively.
The position will also support the Marketing team by producing telephony and communication reports, helping analyse customer contact trends and identifying opportunities to improve customer engagement and enquiry handling.
Key Responsibilities
Telephony & Communications
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Act as the primary administrator for the company's telephone systems.
- Create, amend and remove user accounts for new starters and leavers.
- Configure call routing, extensions, voicemail and hunt groups.
- Investigate and resolve day-to-day telephony issues.
- Liaise with Bistech and other service providers to escalate faults and implement system changes.
- Monitor telecommunications performance and recommend improvements.
- Maintain accurate documentation of telephone system configurations.
IT Asset Management
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Manage the allocation and tracking of company laptops, desktops, monitors, mobile phones and other IT equipment.
- Coordinate IT equipment set-up for new starters.
- Arrange collection, redeployment and decommissioning of equipment for leavers.
- Maintain an accurate IT asset register.
- Monitor equipment age and condition and make recommendations for replacement or upgrade.
- Coordinate the procurement of replacement equipment where approved.
- Ensure all IT equipment is appropriately recorded and assigned.
User Administration
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Create, amend and disable system accounts as required.
- Assist staff with basic IT and system-related queries.
- Coordinate with external IT support providers to resolve technical issues.
- Maintain user access records and associated documentation.
Reporting & Marketing Support
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Produce regular call reporting for the Marketing team.
- Analyse inbound call volumes across different numbers, departments and campaigns.
- Identify trends in customer enquiries and communication channels.
- Highlight underperforming or underutilised communication routes.
- Support marketing campaigns through the provision of telephony and customer contact data.
- Prepare management reports and dashboards as required.
Administration & Compliance
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Maintain accurate records of equipment, licences and communications systems.
- Assist with supplier management and contract renewals relating to telephony and technology.
- Ensure company data and systems are managed in accordance with company policies.
- Support continuous improvement initiatives relating to communications and technology.
Person Specification
Essential
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Strong administrative and organisational skills.
- Excellent attention to detail.
- Good working knowledge of Microsoft Office applications, particularly Excel.
- Ability to analyse data and produce meaningful reports.
- Strong communication and problem-solving skills.
- Ability to manage multiple priorities and work independently.
Desirable
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Experience administering business telephone systems.
- Experience managing IT assets and equipment registers.
- Knowledge of Microsoft 365 administration.
- Experience working with external IT or telecommunications providers.
- Experience producing management information and performance reports.
Please visit our company website for more information
