Programme Coordinator (12-Month Fixed Term Contract)

Role overview

Fexco Managed Services is hiring a Programme Coordinator to support the SEAI team on a full-time, 12-month fixed-term contract. The position is based in Cahersiveen, County Kerry, with remote or hybrid working options available.

This role suits someone who is highly organised, communicates clearly, and can manage programme registration activity while helping the client and contact centre meet agreed milestones, objectives, and targets. The role also plays an important part in identifying improvements, supporting operational teams, and working closely with SEAI and wider Fexco stakeholders.

Key responsibilities

The Programme Coordinator will act as the subject matter expert for the programme, build deep working knowledge of systems and processes, and keep programme documentation accurate and accessible. The role involves maintaining knowledge resources, supporting change activity, managing cases and complaints, preparing reporting, and helping train CSRs on current and updated processes.

You will also support operations by flagging workload concerns, system downtime, payment run dates, and other activities that may affect call volumes or workload planning. Quality checks, feedback to team leaders, and cycle planning support may also be part of the role.

Continuous improvement and change

A core part of the job is to look for ways to simplify and improve how the programme operates. This includes reducing manual steps, identifying process gaps, collecting feedback from CSRs, and working with SEAI and Fexco teams to implement better ways of working.

When changes arise, the coordinator will help manage the change process, keep stakeholders updated, record actions, and act as the change owner for the programme under the guidance of the Project & Change Manager.

Case handling and complaints

The role includes ownership of the T2 dashboard, answering programme queries, managing difficult cases through to resolution, and escalating issues to T3 or to SEAI when required. All complaints and appeals must be logged accurately in line with the SEAI customer charter, regardless of the queue through which they are received.

Reporting and meetings

Daily and weekly programme reporting will be shared internally with Operations. Each month, the Programme Coordinator will prepare Monthly Business Review slides covering payment figures, challenges, achievements, work completed, work in progress, and trend analysis. The role also includes presenting at MBR meetings and other client discussions in a professional manner that reflects both Fexco and SEAI interests.

Training and stakeholder support

The coordinator will assist with CSR onboarding by giving new starters an introduction to the programme and its admin processes. Support will also be required for training on new or updated procedures. Strong relationships must be maintained with internal teams, external stakeholders, CSRs, and team leaders.

Additional notes

The structure of the Programme Coordinator role may change, and the successful candidate may be asked to work on other programmes as needed to support contract delivery. A panel may also be formed from this recruitment process to fill future vacancies in this role or similar positions.