Crisis Response Coordinator

As a Crisis Response Coordinator you will support the day-to-day readiness of Kenyon's crisis response capability and provide hands-on support during emergency response activations on behalf of the 600+ of the world's foremost companies that retain Kenyon. The position sits within the Operations Department, reporting to the Operations Manager, UK Europe and Africa, with an emphasis on the Crisis Management Centre (CMC), the operational documentation that describes how Kenyon responds, and the practical arrangements that get Kenyon Responders to an incident site at short notice. During an activation the post holder is the CMC Manager, taking on the coordination and administrative workload of the centre.

Key Responsibilities:

·      Carry out and record routine CMC readiness checks: systems, communications, activation checklists, call trees, contact data and physical set-up. Be prepared to assist and audit other regions.

·      Support the CMC during an activation: set up the centre, maintain the incident log, prepare and circulate situation reports, coordinate CMC staffing call-out, and keep activation-to-closure records including the information needed for billing.

·      Keep client-specific response plans, notification arrangements and contact data up to date, so that an activation does not depend on the knowledge of any individual.

·      Maintain the operational documentation set (SOPs, processes, forms, templates and CMC records) under version control, run the scheduled review cycle, and flag documents that are due or out of date to the Operations Manager.

·      Draft updates to standard operating procedures and process documentation following operational, commercial or regulatory change.

·      Arrange responder mobilisation and deployment support: call-out, travel, visas, cargo and customs documentation, accommodation, communications and on-site administration, keeping pre-arranged supplier and booking routes ready for short-notice use.

·      Maintain CMC responder availability, competency and training currency.

·      Support the planning and delivery of CMC exercises and training with the Training and Product Development Departments, including preparation of materials, running the administrative side on the day, and recording debrief points.

·      Collate records and inputs for post-incident and post-exercise reviews, draft the review notes, and track the resulting actions to closure as directed.

·      Provide operational records, documentation and information to the Quality function on request, in support of internal, client and certification audits.

·      Assist the Operations Manager with the scheduling and record-keeping of Risk Register and Business Continuity Plan reviews.

·      Follow and support compliance with relevant legislation in the areas covered by the role, including Health and Safety, aviation-related requirements (e.g. Family Assistance Law) and Data Protection.

·      Deploy in supporting functions and roles within the Kenyon response model where operational needs require, including working alongside Kenyon Responders at remote sites. Be prepared for deployment cycles of up to 21 days.

·      Support client exercises, as required

·      Such other duties as may reasonably be required from time to time, commensurate with the level of the role.

Required Qualifications & Experience:

·      Experience in an operations, coordination, logistics, control room or administrative support role.

·      Strong organisational skills, with the ability to keep accurate records and follow a procedure precisely while working under time pressure.

·      Strong written and verbal communication skills, with the ability to produce clear and concise written updates.

·      Comfortable working anywhere, this could be an office, a warehouse or a disaster field environment.

·      Proficient ability in IT systems, specifically Microsoft Office (Outlook, Word, Excel), and confident learning and using operational systems and databases.

·      A self-starter and team player, able to take direction and also to work without close supervision when the department is stretched.

Desirable Skills & Experience:

·      Experience in an emergency response, crisis management, control room or other 24/7 operational environment.

·      Experience of arranging international travel at short notice.

·      A qualification in, or evidence of continued professional development in, emergency response, disaster management or crisis intervention.

·      A further language relevant to the Europe and Africa region.

AI & Digital Competency:

TrustFlight is an AI-first organisation. Every role is expected to actively engage with AI tools and digital ways of working to drive efficiency, quality, and innovation.

AI Fluency Tier 1 — AI User

Uses AI-assisted tools in daily workflows

Confidently uses AI features in existing tools (e.g. copilots, smart search, assisted drafting). Understands when AI output needs human review. Completes AI User onboarding within 30 days.

 Competencies & Behaviours:

·      Accuracy and Attention to Detail: keeps records, logs and documents right first time, including when working at pace.

·      Organisation and Self-Direction: manages competing routine and reactive demands and keeps track of outstanding actions without prompting.

·      Composure Under Pressure: stays methodical during an activation and works to the checklist rather than improvising.

·      Clear Written Communication: produces situation reports, briefing notes and procedural text that others can act on without needing clarification.

·      Adaptability: works effectively in office, warehouse and disaster field environments, and adapts to travel and on-call demands.

·      Teamwork and Support: supports colleagues and Responders willingly, and takes direction well in a response or deployment environment.

Working Arrangements:

Working Hours

No fixed hours apply to this role. Core availability is expected Monday to Friday during business hours across relevant time zones, but you will work whatever hours the role demands which may include evenings, weekends, on-call coverage, and response to operational activations.

Work Pattern

Office based at Bracknell, with hybrid flexibility agreed with line manager, attendance at the Crisis Management Centre on activation and deployment to disaster field environments as required.

Travel Requirements

Willing and able to commit to domestic and international travel based on business activities, including occasional to regular and unrestricted travel and absence from home for several weeks at a time during incident deployments.

On-Call / Shift Work

Participation on the on-call rota/emergency activation lines

Special Conditions

Supports the Crisis Management Centre during activation. Pre-employment screening requirements required to BPSS level