Vacancy for Customer Service Coordinator

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Location Manchester - M16
Contract Type Permanent - Employee
Working Days Monday to Sunday
Working Times Between 06:00am and 7:00pm
Shift Pattern Shift between 06:00am and 7:00pm
Working Hours per Week 37.5 hours
Pay Rate £21,525 per annum
Job Reference VE/16164/1

As a Customer Service Coordinator you will provide a high level of Customer Service support to internal and external customers for the OCS Helpdesk.

You will manage a high volume of transactions via various communication methods including telephony and web traffic for a facilities management Helpdesk via a CAFM system. You will be responsible for a portfolio of high-profile clients delivering a combination of hard and soft services. Providing exceptional customer service standards whilst taking full ownership of the end-to-end resolution of all query types meeting agreed SLA’s & KPI’s where applicable, always delivering customer service excellence. You must be self-motivated, able to work under pressure and able to work under your own initiative as well as being a team player. 

This role also incorporates using computerised time and attendance / safety monitoring systems to ensure OCS employees are at their assignment and booked on duty, once on duty their safety is monitored via regular (safety) check calls and to follow up any missed check calls by employees then update the time and attendance / safety monitoring system accordingly. Recording and reporting all incidents, accidents, and occurrences (Adverse events) accordingly and take action as necessary, you will follow the documented escalation procedure for calls diverted to Control Room from the OCS Helpdesk, and the crisis management line.

Main Duties & Responsibilities of the Role

Rota loading in our time management system, Timegate, to ensure posts are filled with correctly trained and inducted security officers.

Completing diary entries for security officers in case of annual leave or sickness to remove them from duties.

Liaise with operational teams and suitable agencies to provide cover for security officers on leave/sick.

Escalate issues in arranging cover following an agreed process.

Raising of all issues, ad-hoc tasks, complaints, observations, and other queries in our CAFM system, Concept Evolution.

Updating tasks in Concept Evolution with all contacts and touch points.

Follow an approved quotes process for ad-hoc works updating and adding detail to the task in CAFM as well as contacting relevant approvers.

Accuracy and attention to detail are a must when both logging and raising queries which will then be referred to the appropriate resolver for action. Obtaining as much information as possible is vital when logging requests in the system.

To update the CAFM system ensuring that there is a full history on all requests logged prior to closing these in the system. Proactively escalating and contacting service streams for updates on queries so that agreed SLA’s are met.

Maintaining the Workforce Management System (Timegate) and liaising with the Security Governance Manager and Area Manager and sites to ensure the duties, allocation and rotas are updated.

Regularly reviewing effectiveness of resource planning.

Designing and building schedules for assignments on a regular basis to maximise efficiency and effectiveness of resource, ensuring colleagues are aware of how many staff are required to meet the client’s needs.

Making sure all details on “Timegate” are correct and maintained to a high standard.

Monitoring periods of unplanned absence and reporting any patterns, abnormalities, and concerns to the Operations Manager.

Arbitrating duties for any irregular book on/off times.

Utilisation of the ‘Call Monitor’ within Timegate to ensure any missed book on’s/offs are investigated, reported, and captured following the blow out/dropped shift processes.

To collate and prepare weekly/monthly client reports to agreed SLA timescales. Capturing all required data for analysis by both Account Managers and clients. You will be required to collate data around both financial and service level KPI’s.

To follow the lone worker policy ensuring the safety of our operational staff.

Management and amendment of the base roster as required.

To be prepared to undertake any duties which will benefit the company.

To succeed in this role you will need:

O level / GCSE or equivalent (English & Maths)

NVQ in customer services is an advantage

An excellent knowledge of Microsoft Office/Excel

Excellent Customer Service track record

Previous experience in a call handling environment

Time Management

Experience of managing a CAFM system an advantage

Excellent written and verbal communication skills

Previous data analysis skills and good understanding of resource and resilience demands

Knowledge of PC based rostering systems i.e Timegate or similar

Experience in using payroll systems, ordering uniform or equipment

Ability to interact with all levels within an organisation in a professional demeanour

Ability to work on own initiative, sound judgement and integrity

Good level of computer literacy

Good attention to detail and level of accuracy


What will you get in return?

  • A pension scheme- to save for the future - eligibility rules apply
  • Access to high street discounts
  • Access to low interest loans
  • Recognition scheme ‘OCS Stars’- monetary rewards given to top performers
  • Training and Development- apprenticeships, e-learning, English as a Second Language and our award nominated ‘Impact’ Programme
  • Long Service Awards
  • Cycle to work scheme- discounted bicycles
  • Access to our Employee Assistance Programme- 24-7 Wellbeing Support


Why join OCS Group Ltd?

OCS prides itself as a company with strong family values and we are passionate about hiring people who demonstrate the same.

We take CARE of you; We act SAFELY and responsibly; We are TRUSTWORTHY; We work as EXPERTS. If you share these Values, we want you to be part of our team.

OCS have a well-respected brand and our colleagues are empowered to be the best version of themselves.  We offer job stability and are committed to developing our colleagues by offering more than just a job.  We are a financially stable business who continues to be privately owned since its inception in 1900.

We reward those who demonstrate our values and since the launch of our OCS Star recognition scheme we have rewarded nearly 1,500 colleagues with monetary vouchers, certificates, and public recognition within the business.

We invest and support the growth of our people and are currently sponsoring over 310 colleagues who are enrolled in a variety of apprenticeship programmes, ranging from Level 3 qualifications in customer service to degree programmes in Leadership. If you want to develop you career, OCS is a great choice.

OCS offers the family feel of smaller organisations although large enough to offer so many opportunities.  We recognise your efforts and contribution and show our appreciation through a variety of reward schemes which in turn results in our colleagues staying with OCS.  Our business is the family you can choose, and our people stay for the friendships, opportunities, and career fulfilment we offer.