Customer Operations Coordinator

Manchester Arndale; Ipswich; Hybrid; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Free on-site parking

On-site staff restaurant

Reward and recognition schemes

Employee Savings App

24-hour Online GP service

WeCare Employee Assistance Programme

Job summary

OCS UK & Ireland in Ipswich is seeking an Operations Control Room Officer to coordinate activity, respond to incidents and ensure service delivery across our 24/7 operation. This role emphasizes exceptional communication, organisational skills, and the ability to manage multiple systems under pressure.

Ideal candidates will have strong customer-service experience, a proactive problem-solving approach, and flexibility to work rotating day and night shifts.

Qualifications

• Excellent communication and customer service skills.
• Strong organisational abilities and attention to detail.
• Ability to stay calm and make decisions under pressure.
• Experience communicating across multiple systems and platforms.
• Willingness to obtain SIA Licence (training provided).
• No prior security background required.

Responsibilities

• Acting as the first point of contact for operational enquiries and incidents.
• Coordinating responses and ensuring the right teams are deployed.
• Communicating with clients, field-based colleagues, and operational teams.
• Monitoring activity and updating internal systems accurately.
• Providing regular updates to clients regarding ongoing situations and service delivery.
• Managing multiple priorities with strong attention to detail.
• Producing reports and maintaining records.
• Supporting the 24/7 operation.

Skills

Communication

Organisational skills

Attention to detail

Multi-system coordination

Calm under pressure

Problem solving

Shift flexibility

SIA Licence beneficial

Job description

About The Role

Looking for a new career direction from Customer Service, Contact Centres, or Operations Support?

If you're someone who thrives in a busy environment, enjoys helping people, solving problems, and coordinating multiple tasks at once, this could be the perfect next step in your career.

We're looking for an Operations Control Room Officer to join our professional team in Ipswich. Previous security experience isn't essential. What matters most is your ability to communicate effectively, stay organised under pressure, and deliver outstanding service. Full training will be provided, including support to obtain your SIA Licence if required.

As the hub of our operation, you'll be responsible for coordinating activity, managing communications, responding to incidents, and ensuring our clients and operational teams receive the highest levels of service and support.

Days of Working

This position will be based at our Operations Control Room in Ipswich, working one of two structured shift patterns (approx 56 hours per week):

Option 1

• 12-hour shifts
• 2 Days, 2 Nights, 2 Off

Option 2

• Week 1: Monday, Tuesday, Wednesday Nights and Saturday, Sunday Days
• Week 2: Wednesday, Thursday, Friday, Saturday and Sunday Nights

Our structured shift patterns provide regular planned time away from work, offering a predictable rota and improved work-life balance compared with traditional working weeks.

Key responsibilities

• Acting as the first point of contact for operational enquiries and incidents.
• Coordinating responses and ensuring the right teams are deployed when required.
• Communicating with clients, field-based colleagues, and operational teams.
• Monitoring activity and updating internal systems accurately.
• Providing regular updates to clients regarding ongoing situations and service delivery.
• Managing multiple priorities while maintaining excellent attention to detail.
• Producing reports and maintaining accurate records.
• Supporting the smooth and efficient running of a busy 24/7 operation.

You don't need a security background to be successful in this role. We'd love to hear from you if you have experience in:

• Customer service
• Contact centres or call centres
• Helpdesks
• Dispatch or scheduling roles
• Hospitality or hotel operations
• Retail supervision or management
• Logistics or transport coordination
• Emergency response or out-of-hours support services

Essential

• Excellent communication and customer service skills.
• Strong organisational abilities and attention to detail.
• Confidence working with multiple systems and technology platforms.
• The ability to stay calm and make decisions under pressure.
• A proactive approach to problem solving.
• Flexibility to work rotating day and night shifts.
• An SIA Licence is beneficial but not essential. Full training and support to gain your licence can be provided for the right candidate.

Why Join OCS?

At OCS, we recognise that our Control Room team plays a critical role in delivering exceptional service to our clients and supporting our operational teams. That's why we invest in our people, providing training, development and genuine career progression opportunities.

By joining us, you'll benefit from:

• Clear career progression opportunities into Control Room Supervision, Operations Management, Contract Management and Security Operations Leadership roles.
• Ongoing training, development and support to enhance your skills and advance your career.
• The opportunity to work within a professional, technology-led operational environment.
• A supportive and collaborative team culture.
• The chance to work alongside experienced colleagues and industry professionals.
• A varied and rewarding role where your contribution genuinely makes a difference every day.
• Free on-site parking.
• On-site staff restaurant.
• Reward and recognition schemes.
• Employee Savings App.
• 24-hour Online GP service.
• WeCare Employee Assistance Programme.

About The Company

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering.

Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.

Why Work for OCS?

Award-Winning Employer: Ranked 36th on Glassdoor’s Best Companies to Work For 2025 — we value and motivate our people.

Digital Learning: The OCS Academy offers digital courses and resources to help you build skills and grow your career.

Retail Perks: With our Hapi app, you can gain access to exclusive discounts, rewards and wellbeing resources.

Professional Growth: 600+ live learners across UK&I — Empowering colleagues with further development and qualifications!

Flexible Pay: Access a portion of earned wages before payday with our Wagestream App! (Contract Specific)

We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.