Customer Service Coordinator

Ptsg Group; Altrincham; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Medicash health plan

Referral bonus scheme

Progression opportunities

Job summary

PTSG Group is seeking a Customer Service Coordinator to support the Cleaning and Maintenance Helpdesk across the UK. You will be the first point of contact, log and prioritise work orders, and coordinate across clients, managers and operatives to keep projects moving smoothly.

Ideal candidates bring experience in customer service or helpdesk coordination, strong communication skills by phone and email, and excellent organisation.

Qualifications

• Previous experience in customer service, helpdesk coordination or a similar administrative role.
• Confidence communicating with customers by telephone and email.
• Strong PC skills and confidence learning new systems.
• Experience using Microsoft Outlook, Excel and Word.

Responsibilities

• Act as a first point of contact for Cleaning and Maintenance enquiries received by telephone, email and client portals.
• Accept, log and process planned and reactive work orders accurately.
• Assess and assign enquiries based on client, priority, location and service type.
• Liaise with clients, regional managers, operatives and internal departments.
• Schedule and coordinate work, providing clear and timely updates.
• Monitor jobs and enquiries through to completion.
• Build positive, long-term relationships with clients.
• Raise and chase purchase orders before work begins.
• Upload permits, completion evidence and supporting documents to client systems.
• Monitor proof-of-delivery information and follow up on missing documentation.
• Support quotations, client reports and general service administration.
• Manage changing priorities and escalate urgent issues appropriately.
• Cross-train across both Helpdesks to provide flexible support during busy periods.
• The ability to work independently and as part of a wider team.

Skills

Customer service

Helpdesk coordination

Communication with customers

Organisation

Attention to detail

Problem-solving

Independent working

Teamwork

Tools

Microsoft Outlook

Excel

Word

Job description

This isn't your typical desk-based role. As a Customer Service Coordinator looking after our Cleaning and Maintenance Helpdesk, you'll be at the heart of our operations - building lasting client relationships, solving problems in real time, and supporting the smooth delivery of projects across the UK. Your job will include:

• Act as a first point of contact for Cleaning and Maintenance enquiries received by telephone, email and client portals
• Accept, log and process planned and reactive work orders accurately
• Assess and assign enquiries based on client, priority, location and service type
• Liaise with clients, regional managers, operatives and internal departments
• Schedule and coordinate work, providing clear and timely updates
• Monitor jobs and enquiries through to completion
• Build positive, long-term relationships with clients
• Raise and chase purchase orders before work begins
• Upload permits, completion evidence and supporting documents to client systems
• Monitor proof-of-delivery information and follow up on missing documentation
• Support quotations, client reports and general service administration
• Manage changing priorities and escalate urgent issues appropriately
• Cross-train across both Helpdesks to provide flexible support during busy periods
• Previous experience in customer service, helpdesk coordination or a similar administrative role
• Confidence communicating with customers by telephone and email
• Strong organisation and the ability to manage competing priorities
• Excellent attention to detail and accurate record keeping
• A proactive approach to problem-solving and following actions through
• The ability to work independently and as part of a wider team
• Strong PC skills and confidence learning new systems
• Experience using Microsoft Outlook, Excel and Word
• Experience within facilities management, construction, building services or cleaning would be helpful, but is not essential

NSS provides specialist services across building maintenance, window and technical cleaning, platform hire and equipment testing. Our teams deliver planned and reactive services nationwide, supported by directly employed colleagues and a central service operation.

If you are a confident communicator who enjoys taking ownership, supporting customers and keeping work moving, we would love to hear from you. About PTSG PTSG Group is a leading provider of specialist services across the UK and Europe. Through the acquisition of high-quality specialist businesses, PTSG has built a group of industry-leading companies delivering services across Access & Safety, Electrical Services, Building Access, Fire Solutions, and Water Treatment. With over 3,300 specialists supporting 90,000+ customers across 200,000 buildings, delivering over 170 different services, we are committed to delivering safe, compliant, and high-quality services nationwide. At PTSG, our aim is simple. To be a great place to work and a great company to do business with. Armed Forces Covenant PTSG Group is proud to support the Armed Forces community and has formally signed the UK Armed Forces Covenant. We recognise the valuable skills and experience that service leavers, veterans, reservists, and military families bring to the workplace, including leadership, teamwork, resilience, and technical expertise. As part of our commitment, we guarantee an interview to ex-Forces applicants who meet the minimum criteria for the role and are committed to supporting Armed Forces personnel in building long-term civilian careers across our business. PTSG Group is an equal opportunities employer. We are committed to creating an inclusive and supportive workplace where everyone is treated fairly and with respect., NSS is a leading niche specialist service provider in maintenance, cleaning and testing, offering support for buildings of all shapes and sizes. We pride ourselves on being fast, safe and reliable and our customers know that when our engineers arrive to tackle a problem, they are in safe hands. All our specialists are full-time, directly employed and receive ongoing training to make sure they stay fully certified and ready to tackle any challenge they face on site. When you work with NSS, you join a team of passionate experts who are committed to supporting each other and setting new standards for our work.About Nationwide Specialist Services Clean, well-maintained and fully functioning buildings are vital to keeping our customers moving. Businesses need to create positive, lasting impressions and we work with their reputations in mind. That's why we act fast, solving most problems on the first visit, and why we invest in training and support to keep our teams at the forefront of new techniques. Nationwide Specialist Services · Customer Service (Cleaning and Maintenance) · Altrincham · Onsite

• Medicash health plan, giving access to discounts on dental, health screening, gym memberships, retail and more
• Referral bonus scheme
• Real opportunities to progress and develop within the company