Customer-Focused Operations Coordinator

phs Group plc; Wickford; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Salary package: £28,253 per year

No weekend work

13 paydays per year

Career development opportunities

Discounts with retailers

24-hour wellbeing helpline

Pension

23 days holiday plus bank holidays

Job summary

phs Group plc in Wickford is seeking a proactive Operations Coordinator to play a key role in delivering outstanding service from our Hayes depot. This fast-paced, hands-on role puts you at the heart of the customer experience, coordinating service delivery, supporting drivers, and keeping data accurate.

You will act as the central contact between drivers, managers and customers, resolve queries efficiently, and use Salesforce CRM and Excel to monitor performance and spot improvement

Qualifications

• Proven experience in an operational, coordination, or customer service role
• Strong customer focus with commitment to service
• Experience using Salesforce CRM (or similar systems)
• High level of competence in Excel/spreadsheets, data capture and analysis
• Excellent communication skills, with confidence in dealing with customers and internal teams
• Strong problem-solving ability and a calm, professional approach under pressure
• Ability to manage multiple priorities in a fast-paced environment
• A team player who understands reliability and collaboration

Responsibilities

• Coordinate daily service routes to ensure efficient delivery and exceptional customer service
• Brief and debrief drivers, ensuring clear communication and a strong focus on customer outcomes
• Act as the central point of contact between drivers, managers, and customers
• Manage and resolve customer queries and complaints quickly, professionally, and effectively
• Use Salesforce CRM to accurately capture, update and manage customer and operational data
• Analyse service data using spreadsheets (Excel) to identify trends, risks, and opportunities for improvement
• Monitor service performance against KPIs and take proactive action to maintain high standards
• Ensure all route activity, attendance, and service updates are recorded in real time
• Identify recurring issues and support continuous improvement across the operation
• Contribute ideas and improvements to enhance customer service and operational efficiency

Skills

Operational coordination experience

Customer service

Strong communication

Problem-solving under pressure

Multitasking

Team player

Tools

Salesforce

Excel

Job description

phs Group plc in Wickford is seeking a proactive Operations Coordinator to play a key role in delivering outstanding service from our Hayes depot. This fast-paced, hands-on role puts you at the heart of the customer experience, coordinating service delivery, supporting drivers, and keeping data accurate.

You will act as the central contact between drivers, managers and customers, resolve queries efficiently, and use Salesforce CRM and Excel to monitor performance and spot improvement