Service Delivery Coordinator

Description:

Olympia is more than an exhibition venue, conference centre and live-event space - it’s an inspiration. Against a backdrop of grand Victorian architecture, the seven connected spaces inspire engagement and enjoyment. Olympia is recognised in the industry for exceptional levels of customer service and support, and our numerous awards are testament to our clients' satisfaction. Beyond the walls of our venue, Olympia is on the ground, working to invest in people, strengthen our communities, and protect the environment.

Olympia is undergoing a period of change. In 2017, the venue was bought by a consortium led by Yoo Capital and Deutsche Finance international. Work is currently underway to transform the wider estate into a cultural hub of which Olympia Events will be the central part. Once complete, the estate will include a new theatre, music venue, two hotels, over 30 eateries, world-class office space and over two acres of public realm. More information can be found at

Job Purpose:

To support the sale and delivery of IT services for the events. Translating Event Organisers, Exhibitors and client connectivity requirements into current and bespoke Event IT services. To review and liaise with the Event IT Operations teams the feasibility of service delivery and ensure all orders are recorded accurately and handed over for installation ahead of the event. When required liaise with the Exhibitor operational teams to provide a detailed technical brief of how our services can accommodate the customers’ needs onsite.

Key Responsibilities

• Consult the Service Delivery Manager, and in times the customer directly, on appropriate connectivity services to best suite their requirements.

• To chase debt on behalf of the Sales Team weekly

• Where possible, to support the Sales Team with incoming enquiries (Sales email and calls) and process orders

• Be the primary contact between the client and the delivery team in the lead up to the event, meet and greet the clients onsite and hand over to the delivery team.

• Feedback to the Service Delivery Manager any potential services which could enhance the existing product portfolio. Generate ideas which may boost revenue relating to your allocated events and report back to the Service Delivery Manager.

• Field calls on the Event IT enquiry number.

• Coordinate with the delivery team to ensure all technical requirements are recorded accurately in Momentums and are met for events. Ensure all relevant floor plans are updated and delivered to the installation team ahead of the event.

• Process credit / debit card payments and work closely with Olympia Accountancy team.

• · To own and manage the on-site service desk, successfully promote our services, resolve clients’ queries, escalate to the Service Delivery Manager where appropriate

• Support when needed the Event IT service desk. Resolve any problems that may arise on-site and escalate to the Technical Services Manager where appropriate.

• Ensure that all Health & Safety requirements are complied with.

• Monitor technical issues during events and report any significant challenges to the Service Delivery Manager.

Key deliverables

• Empower the Commercial team to have confident conversations about the connectivity offer with customers

• Ensure all technical services are delivered on time, as sold and meet the required standards

• Identify and suggest areas for improvement of service delivery communications with clients and handover to the Operational team. Providing support and sharing of key information about allocated events with all members of Event IT staff.

• Maintain accurate records of technical issues and resolution

• Timely delivery of onsite payments and associated documentation from Service Desk back to the back office post-event.

• Resolution or escalation of customer queries to management if required.

Skills & Experience

Qualifications and experience

• Customer service experience

• Level 1 Certificate in ICT Professional Competence (City & Guilds) or equivalent

• M365 applications

• Project Management

Abilities

• Excellent verbal and written communication skills

• Ability to translate customer requirements into technical briefs.

• Effective time management skills

• Strong technical troubleshooting skills

• Ability to work under pressure and resolve technical issues quickly

Characteristics

• Administratively well organised and methodical

• Attention to detail

• Technically minded

• Ability to learn

• Initiative

• Team player

• Outgoing

• Enthusiastic

• Commitment to constant improvement

• Diplomacy

• Willingness to work unsociable hours when required e.g. weekend work, late nights.

Sustainability Responsibilities:

• Continuously improve your knowledge of Olympia Events’ sustainability programme - the ‘Grand Plan’. Complete all training provided and promote sustainability practices to meet our Grand Plan objectives

• Follow and promote all sustainable workplace policies and procedures and seek ways to make your department more sustainable by taking an active role to initiate change

Olympia Events is fully committed to ensuring the safety and wellbeing of all children, young people and adults at risk (vulnerable groups) that attend our premises. As a consequence, Olympia Events may require any successful applicant to complete a DBS Check prior to working in our business.

Olympia Events is committed to Equality, Diversity and Inclusion and excepts all its people to have a positive commitment to EDI by treating others fairly and not committing any form of discrimination, victimisation or harassment and to promote positive working relationships amongst employees and stakeholders.

This Job Description is not intended to be exhaustive; the duties and responsibilities may therefore vary over according to the changing needs of the business.