Vacancy for Customer Service Co-Ordinator

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Location Manchester, M16
Contract Type Permanent - Employee
Working Days Monday - Sunday
Working Times Between 06:00 am and 7:00 pm
Shift Pattern Days
Working Hours per Week 37.5 hours
Pay Rate £21,800, rising to £23,000 after completing a successful three-month probation
Job Reference VE/16715

We are looking for a Customer Service Co-Ordinator to 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.

Main Duties:

  • 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.
  • 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.

What you will need to be successful:

  • An excellent knowledge of Microsoft Office/Excel
  • Excellent Customer Service track record
  • Previous experience in a call handling environment
  • Experience of managing a CAFM system an advantage
  • 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

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.