Job Description

About Us

The Training Logistics Coordinator is responsible for processing and administering public and enterprise programmes, coordinating logistical arrangements for both virtual and in-person training.

This position requires a proactive approach, sensitivity to the time critical nature of logistics planning and execution, and a sense of urgency to ensure prompt responses to client enquiries.

The ideal candidate must be willing and able to effectively solve internal and external problems by applying informed, logical, and service-focused decision recommendations.

Effective written and verbal communication skills are crucial in order to deliver an excellent customer experience.

Key Responsibilities

General administration (approximately 20%)

• Regularly monitor the shared inboxes and ensure emails are allocated to the appropriate person and responded to in a timely way.
• Maintain programme logs and programme/participant notes.
• Work closely with the growth team to monitor waitlists for sold out programmes and anticipate demand.
• Attend weekly programme review meetings.
• Oversee or support the accuracy of our standard client communications.
• Document management – support the management and development of team resources.

Open Enrolment & Enterprise Event coordination (approximately 60%)

• Assist clients in the post-registration process in order to establish a positive and mutually rewarding client experience with all participants that drives long-term client relationships.
• Maintain customer records accurate in CRM. Manage training session coordination and pre-programme requirements, including issuing pre-work, circulating to Instructor and Training Support Specialist, issuing reminders and managing last minute submissions or programme additions calmly and efficiently.
• Maintain excellent level of customer service, ensuring communications are answered in a timely manner, programme logistics are managed seamlessly, and customer expectations are exceeded.
• Arrange shipping of course materials, ensuring they arrive at the course venue or with the customer on time, confirm receipt.
• Liaise with public venue or client contacts related to course and meal timings, dietary requirements, room bookings or other relevant details. Coordinate any unique attendee needs with venue and delivery team.
• Enable Prosci portal access for course participants and manage any change requests.
• Trigger programme feedback survey, monitor responses and share with instructors, marketing, and relevant members of the growth team.
• Communicate regularly with Instructors and Training Support Specialists before, during and after each programme.
• Follow agreed best practice internal standards at all times.

Supporting the Customer Experience (approximately 20%)

• Respond to questions via phone, email, and other in-bound enquires related to training services, training offerings, programme availability, and Prosci Europe policies/procedures while providing an excellent customer experience.
• Handle client & customer service calls on enterprise engagements.
• Problem-solve situations to address unique client scenarios.
• Manage responses to post-programme questions, redistributing to the most appropriate responder when needed.
• Manage Credly Badging questions or issues.
• Provide guidance and support to participants around Portal access queries, escalating to Training Support Specialists or Prosci HQ as needed.

Additional Responsibilities

• Participate in process improvement initiatives.
• Uphold data integrity through proven application of technology and system standards, paying particular attention to data privacy legislation in the EU and UK.
• Provide backup support to other Logistics team members as needed.
• The Training Logistics Team is responsible for the tasks outlined in this job description; however, the mix of individual responsibilities will vary based on effective workload balancing, leveraging individual skill sets, and structuring task assignments to meet business needs.

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