Customer Service Coordinator

Ptsg Building Access Specialist; Stretford; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Free onsite parking and refreshments

25 days annual leave + bank holidays

Day off for your birthday

Reward & Recognition Scheme

TradePoint Card – 10% off at B&Q

Eye care vouchers

Medicash health plan

Referral bonus scheme

Progression opportunities

Job summary

The NSS Group is seeking a Customer Service Coordinator to look after the Cleaning and Maintenance Helpdesk, acting as a central contact point and supporting project delivery across the UK.

You will log, log, and coordinate work orders, liaise with clients and managers, and build lasting relationships while ensuring timely updates and documentation throughout the process.

Qualifications

• 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

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 elevate urgent issues appropriately
• Cross-train across both Helpdesks to provide flexible support during busy periods

Skills

Customer service

Helpdesk coordination

Communication

Organisation

Attention to detail

Problem solving

Independent worker

Team player

MS Office

Tools

Microsoft Outlook

Excel

Word

Job description

Customer Service Coordinator at The NSS Group

£27,000 per annum

About the Job:

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 elevate urgent issues appropriately

• Cross-train across both Helpdesks to provide flexible support during busy periods

What we’ll give you:

• Free onsite parking and refreshments in a sociable, supportive office

• 25 days annual leave + bank holidays

• Day off for your birthday after length of service

• Monthly Reward & Recognition Scheme with retailer vouchers

• TradePoint Card – 10% off at B&Q

• Eye care vouchers

• 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

What we are looking for:

• 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

About NSS

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.

We welcome applications from all backgrounds and are dedicated to promoting diversity, equality, and inclusion throughout our recruitment process and across the wider business.