Customer Service Agent - Sainsburys

Ecolab; Caerphilly; On-site; GBP 26,000 - 32,000; Full time

Job summary

Ecolab is seeking an Account Coordinator to play a central role in delivering services on the Sainsbury’s account. You will liaison between client and internal teams, ensure portal compliance, and support escalation management to maintain service excellence.

In this role you will monitor SLAs and KPIs, coordinate with regional operations, and contribute to ongoing improvements while building strong client relationships and ensuring smooth operating workflows.

Qualifications

• Strong organisational and administrative abilities with high attention to detail.
• Excellent written and verbal communication skills.
• Ability to manage multiple tasks and priorities in a fast-paced environment.

Responsibilities

• Serve as main contact between client and internal teams to ensure service delivery.
• Support Account Manager in maintaining client relationships and SLA/KPI adherence.
• Attend escalation and performance review calls with client representatives and CAM.
• Monitor client portal updates, manage work orders, and ensure documentation is complete.

Skills

Organisational skills

Communication skills

Multitasking

Problem-solving

Portal experience

Stakeholder management

Tools

CAFM systems

Job description

Want to build a brighter, bolder future and cultivate your career?

Role Overview

The Account Coordinator plays a key role in supporting the successful delivery of services across the Sainsbury’s account. Acting as a central point of contact between the client and operational teams, the role ensures compliance with client portals, effective escalation management, and adherence to all agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). This role requires strong organisation, communication, and problem‑solving skills, with a proactive approach to maintaining service excellence and client satisfaction.

Key Responsibilities

Client & Account Support

• Act as a clear, approachable and reliable conduit between external and internal operational teams.
• Support the Account Manager in maintaining a strong working relationship with the client.
• Attend and contribute to weekly escalation and performance review calls with the Client Account Manager (CAM) and Sainsbury’s representatives.
• Provide regular updates and feedback on account performance and escalations.

Portal Compliance & Administration

• Ensure full compliance with client’s portal, including accurate and timely updates, ensure that passes and permits are updated to ensure operational access to stores (where applicable).
• Monitor and manage work orders through the system, ensuring all required documentation and status updates are completed.
• Close down work orders in a timely manner, ensuring all actions and records meet client standards.
• Track SLA and KPI performance via portal systems and internal reporting tools.

Escalation Management

• Receive, log and manage escalations from the client.
• Coordinate with operational teams to ensure issues are resolved efficiently and to the required standards.
• Track escalations through to completion, maintaining clear communication with all stakeholders.
• Identify recurring issues and support continuous improvement initiatives.

Operational Coordination

• Work closely with regional operations teams to ensure effective service delivery.
• Support scheduling, prioritisation and follow‑up of works where required.
• Ensure that all operational activities align with contractual obligations and performance targets.

Performance & Compliance

• Monitor adherence to SLAs and KPIs, highlighting risks and supporting corrective actions.
• Assist with reporting on account performance, trends and areas for improvement.
• Ensure all activities are aligned with internal processes, compliance requirements, and client expectations.

Key Skills & Experience

• Strong organisational and administrative skills with high attention to detail.
• Excellent communication skills, both written and verbal.
• Ability to manage multiple tasks and priorities in a fast‑paced environment.
• Proactive approach to problem‑solving and escalation handling.
• Experience working with client portals or CAFM systems (desirable).
• Strong stakeholder management skills, with the ability to build relationships across teams.

Key Behaviours

• Client-focused with a commitment to delivering high‑quality service.
• Approachable, collaborative and professional in all interactions.
• Accountable and reliable, with strong ownership of tasks.
• Calm and solutions‑oriented under pressure.
• Continuous improvement mindset.

Reporting Line

• Reports to the Commercial Administration Manager.
• Works closely with: Operations teams, client representatives, and internal support functions.

At Ecolab, we prioritize our talent‑first philosophy by creating the most capable and diverse team to excel at our nearly three million customer sites. Building on a century of innovation, our 48,000 associates help deliver comprehensive science‑based solutions, data‑driven insights and world‑class service to advance food safety, maintain clean and safe environments, and optimize water and energy use, and improve operational efficiencies and sustainability for customers in the food, healthcare, life sciences, hospitality and industrial markets in more than 170 countries around the world. Our solutions not only enhance operational efficiency but also contribute to sustainability and public health, making a positive impact on the world. We are committed to eliminating unnecessary complexities and embracing a beginner’s mindset, continuously seeking new perspectives and innovative solutions to stay ahead in a rapidly changing world.

Ecolab’s commitment to diversity, equity and inclusion (DE&I) reflects our longstanding value of working together to integrate diverse perspectives to challenge ourselves, reach our goals and do what’s right.

Ecolab is committed to fair and equal treatment of associates and applicants and furthering the principles of Equal Opportunity to Employment. We will recruit, hire, promote, transfer and provide opportunities for advancement based on individual qualifications and job performance in all matters affecting employment, compensation, benefits, working conditions, and opportunities for advancement. Ecolab will not discriminate against any associate or applicant for employment because of race, religion, color, creed, national origin,citizenship status, sex, sexual orientation, gender identity and expressions, genetic information, marital status, age, or disability.