Main purpose of job:

The British Government’s Embassy in Washington has an exciting opportunity for a driven and organised person to join the FCDO Services team as Regional Customer Coordinator.

This opportunity is a rewarding role which supports the British Government’s Network of Embassies, High Commissions and Consulates across the entire Americas region. The ideal candidate will be a great communicator - comfortable in dealing with customers at all levels and have excellent communication, organisational and time management skills.

The Regional Customer Coordinator is responsible for the coordination of various projects across the region and acts as a central point of contact for customers.

Reporting to the Regional Portfolio Manager, the Regional Customer Coordinator will work with internal stakeholders both here and in the UK in order to develop solutions to meet customer requirements. This includes the end to end provision of customer quotations as well as the follow on delivery of regional projects to the required time, cost and quality. Acting as a central point of contact, the role holder will provide timely responses to ad-hock queries and requests for information, escalating where required. Additionally they will provide administration support to the Regional Portfolio Manager and the Regional Leadership Team as a whole, focusing on the overall portfolio of regional delivery as well as core corporate elements where support is required – for example leading on the Monthly governance process.

The US Network offers a unique career enhancing opportunity and is committed to supporting its staff through a variety of benefits including generous leave, insurance packages and a highly competitive 401k programme. It also promotes a culture of flexibility which enables people to better maintain wellness through an excellent work/life balance approach that encompasses hybrid working, including working from home and flexible hours, where possible.

Roles and Responsibilities:

• Support the Regional Portfolio Manager (RPM) in the development of regionally funded Small Works Projects (SWPs).
• Working with regional customers, gather and assimilate customer requirements to a suitable level to enable the production of customer proposals. Capture and progress these opportunities from inception to customer proposal, ensuring adherence to commercial processes.
• Day to day management of regional projects in delivery, ensuring successful delivery to time, cost and quality. Highlighting risks/issues and ensuring compliance with all governance and final processes.
• Track progress of all regional projects, bringing attention to RPM any issues and liaising with the customer through the full lifecycle of the projects, ensuring positive CSAT
• Support RPM, the wider Regional Leadership team (RLT) and Client Relationships in managing and improving client satisfaction. Acting as a central point of contact, providing timely responses to ad-hock queries and requests for information, escalating where required.
• Build and maintain a picture of the regional client base, maintaining regular contact in line with the wider regional communications strategy.
• Maintain close relationships with both RTSS and GPSS teams, developing solid understanding of the full offering of FCDO Services within the region.
• Identify and take forward efficiencies and client service improvements within the customer management process.
• Provide overall administration support to the RPM and wider RLT as required, including but not limited to; Coordination of regional business review, assisting with organisation of regional conference and other visits to the region. Support with ad-hoc reporting and information gathering and response. Administration and set up of regional suppliers.
• Ordering materials and equipment for projects and regional staff, liaising with 3rd party suppliers, UK Goods In and Despatch teams.
• Advocate for regional interests, at the appropriate level, in wider business interactions.
• Ensure the delivery of activities meets Health, Safety, Security and Quality best practise and complies with relevant standards.

Resources managed (staff and expenditure):

• No direct staff management. However some delivery staff may need to be matrixed managed through a project delivery structure.
• Financial responsibility within the limits of projects as required (typically <$25,000).

Essential on arrival:

• Ability to communicate at all levels with experience working with and influencing key stakeholders.
• Excellent communication, organisational and time management skills with a strong attention to detail.
• Numerical and analytical skills.
• Motivated, self-starter who can work without close supervision.
• Holds one of the following passports: UK, US, Canada, Australia, New Zealand, due to the level of security clearance required.

Skills

• Planning and organising
• Financial management.*
• Customer Service.
• Administrative/secretariat
• Draft/author professional/technical documents.
• Stakeholder management.
• Incident resolution*
• Problem solving*

• can be developed in role

Desirable:

• Understanding of project delivery methodology.
• Experience of managing project financials and processes.
• Knowledge/Experience of the overseas environment.
• Understanding of the public sector.

Learning and development opportunities:

The British Embassy and its US Network is committed to all employee’s ongoing learning and development needs. We offer a comprehensive platform for personalised learning for everything from soft skill development (communicating with impact, handling difficult conversations, time management) to more technical or professional skills necessary to complete your job (software training, formal qualifications etc.).

The UK Government operating in the US offers a substantial benefits package including generous leave, a choice of medical insurance, 401(k) matching up to 7%, extensive learning opportunities and a great work/life balance. Employees who are not liable to pay local income tax on their Mission salary, eg some non-local national staff and some spouses or partners of UK diplomatic staff, will have their salaries abated by an equivalent amount. Internal candidates must inform their supervisor before they apply to a different position.

Only successful candidates will be contacted. Please no phone calls. Due to the high volume of resumes we receive, we cannot guarantee consideration of your application if the submission instructions are not properly followed. The British Embassy is committed to a policy of equal opportunities and to creating a diverse working environment, free from discrimination, where everyone is included and treated fairly, based on merit alone. We are an equal opportunity employer, making all employment decisions without regard to race, gender, gender identity, religion, national origin, citizenship, disability, age, sexual orientation, political affiliation or any other criterion protected by law.

Working patterns:

This role is 40 hours a week, but does (not) require set working hours each day. We are able to accommodate a varied working pattern.