Support Coordinator

08 Mar 2018
20 Apr 2018
Contract Type
Full Time

Purpose of the role:

To provide support services to hyphen's onsite client team ensuring that all tasks are completed, processes are adhered to and timescales maintained.

Key Responsibilities:

  • To Support the administrative needs of a named client, ensuring incoming work requests are actioned in accordance with the SLA and the set procedures, this will include but is not limited to:
  • Checking new starters ensuring rates are correct on the system and the contract is engaged. PES documentation is completed.
  • Offer system training/queries for new starters.
  • Build and maintain excellent working relationships with the client's managers and internal departments.
  • Administration of contractor renewal process (or terminations).
  • Track Timesheet compliance by producing the missing timesheet report for the suppliers and the weekly e-mail to all hiring managers.
  • Use and maintenance of recruitment systems deployed to support the recruitment process to ensure that all data is accurate and up to date.
  • Support the preparation of information, data, MI and feedback on MSP activity for reporting and regular reviews.
  • Send out Customer Satisfaction Surveys for any Directs processed.
  • Contribute recommendations to improve the performance of the MSP.
  • Promote and represent Pontoon Solutions at all times.
  • Provide system guidance to Managers/send guidebook and set new managers up on the system & deputy managers/timesheet approvers
  • Complete adhoc monthly reports for the client
  • Respond to day to day queries using the shared team inbox
  • Responsible for the hy-phen contact number/first point of contact
  • Manage the car parking on-site process for the recruitment team
  • Manage the ops manual/contract ensuring a copy is visible and up to date for the team
  • Manage the monthly leavers report and dis-engage contractors where required


  • Understanding of an MSP and MSP Processes
  • Client KPIs and SLAs; creation and monitoring; client and supply chain
  • End to end recruitment process
  • Delivery channels; supply chain; campaigns
  • Supplier management; supplier contracts
  • Recruitment industry; market knowledge; competitor knowledge; relevant recruitment sector and industry
  • Relevant employment legislation
  • Client relationship management

Qualifications and Experience:

  • Experience of working within a service delivery environment
  • Evidence of strong organisational skills
  • Experience of delivering in a highly service-driven environment
  • Experience of developing and maintaining successful working relationships with managers at all levels.

Desirable Qualifications and Experience:

  • Experience of working in recruitment industry
  • Experience of working within a service centre environment
  • Exposure to web based /recruitment applications
  • Previous on - site Managed Service experience
  • Knowledge of Supply Chain Management
  • Exposure to the issues associated with recruitment (IR35, definition of worker, employment relationships and status)