Operations Co-ordinator – Customer Experience

Prowall Construction

Role Purpose

The Operations Co-ordinator (Customer Experience) is the key link between Prowall’s clients, site teams, and internal operations. This role ensures projects run smoothly while delivering an exceptional customer experience from tender through to completion. The focus is on communication, consistency, and problem-solving to ensure every client feels valued, informed, and supported throughout their project with Prowall.

Key Responsibilities

Client Engagement & Experience

Act as the first point of contact for clients, builders, and consultants for day-to-day project communication.

Proactively provide updates to clients on project status, milestones, and variations using our CRM.

Manage enquiries with professionalism, ensuring clear, timely, and solutions-driven responses.

Capture client feedback and implement improvements to enhance the customer journey.

Project Co-ordination

Support estimators, project managers, and site supervisors with scheduling, documentation, and reporting.

Track progress against program and ensure clients are informed of any impacts or changes.

Ensure client documentation (drawings, RFIs, variations, ITPs) is issued, logged, and closed out.

Liaise with subcontractors and suppliers to align delivery timeframes with client expectations.

Quality & Consistency

Oversee that Prowall’s customer touchpoints (emails, reports, site updates, handovers) reflect our high standards.

Monitor and improve internal processes that impact the customer experience.

Support the delivery of “right first time” outcomes through co-ordination of QA documentation and client sign-offs.

Operational Support

Maintain accurate project records, client databases, and variation logs.

Assist with tender handovers, start-up packs, and completion documentation.

Work with finance to ensure invoicing, claims, and retentions are communicated clearly to clients.

Skills & Attributes

Strong communication skills (written and verbal), able to adapt tone for builders, engineers, and homeowners.

High organisational skills with the ability to manage multiple projects simultaneously.

Problem-solving mindset with a calm, professional approach under pressure.

Customer-centric attitude, always looking for ways to add value to the client relationship.

Strong attention to detail, ensuring accuracy in documentation and communication.

Proficient in project management tools, Google Drive, Hubspot and QA systems.

Experience

Previous experience in construction operations, project support, or client-facing roles.

Exposure to civil, structural, or retaining wall projects highly regarded.

Demonstrated ability to handle high-volume communication and coordination between multiple stakeholders.

Success in this Role Looks Like

Clients consistently receive proactive communication and feel supported at every stage.

Projects run smoothly with reduced misunderstandings, delays, or variations disputes.

Prowall’s reputation for professionalism, perfection, intergrity and customer care is reinforced in every interaction.

Continuous improvement initiatives are identified and implemented to elevate client experience.