Customer Success & Helpdesk 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

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.