Facilities Customer Coordinator

National Grid; Diseworth; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading energy provider in the UK is seeking a Facilities Customer Coordinator to oversee daily operations and ensure exceptional standards. The ideal candidate will have a strong background in customer-focused environments and a commitment to health and safety. Responsibilities include managing workspace utilization, training staff, and building effective relationships with service partners. This role offers 26 days paid leave, a competitive pension scheme, and other benefits, making it an excellent opportunity for those passionate about improving workplace experiences.

Benefits

26 days paid leave plus 8 bank holidays

Competitive contributory pension scheme

Annual Share Save plan

Contributory private healthcare scheme

Free on-site parking

Qualifications

• Experience in customer-focused roles with high operational standards.
• Demonstrated ability to manage multiple requests in fast-paced environments.
• Proven skills in using data to drive improvements.

Responsibilities

• Oversee daily operations of Pegasus Connect ensuring high standards.
• Build relationships with internal and external partners.
• Monitor workspace utilization and inform decision-making.
• Support health & safety procedures and act as Fire Marshal.

Skills

Customer-focused environments

Strong communication skills

Problem-solving

IT systems proficiency

Attention to detail

Education

Higher education in business or facilities management

NEBOSH or IOSH safety qualification

Tools

Workspace management systems

Job description

Role Overview

As the Facilities Customer Coordinator, you will ensure the facility delivers exceptional value, fosters collaboration across the business, and coordinate daily operations to the highest professional standards - making sure that every colleague entering the workspace has a positive experience.

Responsibilities

• Be responsible for the day-to-day operation and ongoing development of Pegasus Connect, ensuring exceptional standards and best-practice processes
• Build effective relationships with senior leaders, NGET and NGED teams and external service partners to embed and promote the Pegasus Connect vision and ensure seamless high quality operations
• Train and support the Pegasus Facilities Management (FM) Team on all systems and processes that support Pegasus Connect.
• Oversee planning and operational management for the Conference Centre and ET workspaces, ensuring efficient space utilisation and smooth end to end user journeys
• Ensure full compliance with business separation protocols and promote professionalism and respect across co-located teams
• Operate workspace management systems including booking, site access and other IT utilisation tools
• Monitor and manage supplies and equipment required for daily operations
• Use customer feedback and cNPS data to facilitate continuous improvement and enhance user satisfaction
• Support all aspects of health & safety, including fire safety, first aid, site evacuation and security procedures-acting as a Fire Marshal and First Aider and ensure cover where necessary
• Produce and analyse data/MI to monitor workspace utilisation, inform decision-making and support cost savings through Business use of the facility.
• Prepare all facilities, meeting rooms and services to ensure readiness for use the next day.
• Work with the Facilities Manager to ensure appropriate resources are in place during opening hours
• Trouble shoot and respond quickly and effectively to operational issues in a busy, dynamic environment
• Provide broader support to the Facilities Management Team as required
• We're looking for someone with a strong background in customer-focused environments and a proven ability to deliver high operational standards and a passion for creating great workplace experiences. You will be confident working in fast-paced settings, using your initiative to enhance services and processes, support colleagues and respond effectively to changing demands. Strong communication skills, flexibility, attention to detail and a commitment to outstanding customer care are essential.
• Creative problem solver who uses initiative and able to stay calm, decisive and flexible under pressure, managing multiple requests at once
• Strong communicator and team player with excellent organisation and customer service skills
• Able to use customer feedback and skilled in using data to drive continuous improvement
• Commitment to health, safety and high-quality customer care
• Attention to detail in order to manage the workspaces effectively to a high standard
• Skilled in using data to drive knowledge and service improvements
• Knowledge of booking/space-management systems or ability to learn quickly
• Confident using a variety of IT systems and to produce reports which enable planning

Qualifications

• Higher education or relevant qualifications in business, facilities management or a related discipline
• A recognised safety qualification such as NEBOSH or IOSH

Benefits

• 26 days paid leave plus 8 bank holidays, up to 28 days with continuous service
• Competitive contributory pension scheme (we double match your contributions up to a maximum of 12%)
• Annual Share Save plan
• Contributory private healthcare scheme for you and your family
• Support via our Employee Assistance Programme, including musculoskeletal and physiotherapy services
• Free on-site parking at all our main sites