Auh - Fcdo Services Regional Customer Coordinator

2 weeks ago

Abu Dhabi, United Arab Emirates Foreign & Commonwealth Office Full time

Job Description (Roles and Responsibilities)

The British Embassy in Abu Dhabi has an exciting opportunity for a driven and organised person to join FCDO Services team as Regional Customer Co-ordinator on a fixed term contract of three (3) years.

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 Middle East and Africa Network offers a unique career enhancing opportunity and is committed to supporting its staff through a variety of benefits including generous leave, insurance packages. 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.

**Duties 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 customer satisfaction.
- 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**:

- No direct staff management, however some delivery may need to be matrixed managed through a project delivery structure.
- Financial responsibility within the limits of projects as required (typically

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