Operations & Customer Experience Coordinator

phs Group; Basildon; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

No weekend working

13 paydays per year (every 4 weeks)

Ongoing career development

Retail discounts (O2, food & beverage)

24-hour wellbeing helpline

Pension

23 days holiday plus bank holidays

Job summary

phs Group is looking for an Operations Coordinator at our Wickford depot to coordinate service routes, support drivers and manage customer data. You will communicate across drivers, managers and customers to deliver a consistently excellent customer experience.

The role requires hands-on coordination in a fast-paced environment with a focus on reliability and service standards. You will use Salesforce and Excel to capture data, analyze trends and support continuous improvement, while working as

Qualifications

• Proven experience in operational, coordination, or customer service roles.
• Strong customer focus with commitment to service excellence.
• Experience using Salesforce CRM or similar systems.
• High competence in Excel for data capture and analysis.
• Excellent communication skills with internal teams and customers.

Responsibilities

• Coordinate daily service routes to ensure efficient delivery and customer service.
• Brief and debrief drivers to ensure clear communication and customer focus.
• Act as central contact between drivers, managers and customers.
• Resolve customer queries and complaints promptly and professionally.
• Use Salesforce CRM to capture and manage customer and operational data.
• Analyze service data with Excel to identify trends, risks and improvements.
• Monitor KPIs and take action to maintain high standards.
• Record route activity, attendance and updates in real time.
• Identify recurring issues and support continuous improvement.
• Contribute ideas to enhance customer service and efficiency.

Skills

Salesforce CRM

Excel data analysis

Customer service

Route coordination

Data management

Tools

Salesforce

Excel

Job description

phs Group is looking for an Operations Coordinator at our Wickford depot to coordinate service routes, support drivers and manage customer data. You will communicate across drivers, managers and customers to deliver a consistently excellent customer experience.

The role requires hands-on coordination in a fast-paced environment with a focus on reliability and service standards. You will use Salesforce and Excel to capture data, analyze trends and support continuous improvement, while working as