Title: Customer Operations Co-ordinator
Expected start Date: Immediate start preferred, but candidates currently serving notice will be considered
Application Closing Date: 9 August 2026
Location: Central Manchester (Office Based)
Company Overview
SafeGroup Services Ltd is a national leader in delivering integrated emergency soft facilities management and specialist waste management services. We excel in helping clients navigate complex operational hygiene and waste challenges with confidence, offering a wide range of emergency and planned waste removal, biohazard cleaning, pest proofing, and environmental services across various sectors.
Benefits
- Competitive salary
- Company pension
- Life Assurance Scheme
- Enhanced Pension Contribution
- Discounted or free food
- Company Sick pay
- Store discounts
- Range of benefits via Perkbox including Wellbeing packages
- 30 days holiday including bank holidays for full time employees
Job Vision & Values:
To deliver responsive, compliant, best-in-class services and communication to our customers across the UK. As an emergency service provider, we always aim to complete every task professionally, safely, to the highest standard – and to exceed our customers’ expectations.
Job Purpose:
As a Customer Operations Co-ordinator you will work as part of the operations team to provide an efficient, helpful, and professional customer support service to the business. You will be dealing with customers and clients across the Clean and Waste businesses ensuring that orders are correctly quoted and logged onto the CAFM system. You will be working closely with other internal departments such as resource planning, commercial and operations to ensure that orders are accurately inputted and scheduled onto the Customer Operations system.
Key Responsibilities will involve, but not be limited to:
Enable Customer Satisfaction
- Respond to job requests and queries via phone, email, and customer portals.
- Upload customer work orders to the Job Watch system.
- Accurately log tasks onto the help desk system in a timely manner giving the appropriate priority level and liaise with resource planning in order to assign to an operative.
- Assess all Waste and Clean requests from existing customers and provide quotations and pricing for completing the jobs in question.
- Provide customers with accurate quotations based on company approved rate cards.
- Improve customer support by actively responding to queries and handling complaints.
- Monitor ongoing works and request uplifts and obtain PO’s to reflect all job requirements.
Follow Processes
- Ensure all new customer enquiries are correctly processed by working with the Commercial, Operational and Resource Planning teams.
- Ability to deal with enquiries and quotations in a proactive and efficient manner.
- Respond to customer enquiries and calls aiming to answer all calls within the agreed time.
- Ensure that all customer data is correctly captured on the system to enable correct billing.
- Ensure all new customers data is set up correctly on the Job Watch system with billing/delivery addresses.
Positive Behaviour and Culture:
- Be polite and professional to internal and external customers, clients, and colleagues.
- Build a rapport with all customers to ensure confidence in the delivery of services.
- Keeping all customers fully aware of the progress of their request and any potential delays.
- Liaise with sub-contractors and third-party suppliers with customer job details.
Communication:
· Work closely with Finance on billing and invoicing enquiries to resolve queries/complaints.
- Supply customers with specific solutions and specialist advice on service options.
- Liaise with the Sales Team with regards to new customer requirements and enquiries.
- Communicate with operatives to deal with any issues in the delivery of the services.
- Assist the commercial team in ensuring that all jobs are booked onto the system correctly.
- Providing a comprehensive handover to other colleagues and/or out of hours teams.
Duty Management:
Enrol onto a rota for duty management shifts to provide 24/7 support 365 days a year for our clients on a p1 basis
Skills/Experience:
- Experience of working in the facilities management/reactive services sectors
- Ability to establish and maintain good client relationships, both internally and externally
- Previous experience of roles in a customer service/operations/helpdesk team environment
- Good working knowledge of CAFM and CRM systems
- Excellent communication skills (verbal and written)
- Ability to develop effective working relationships with internal company departments
- Highly customer focused and always looking to deliver a high quality of service for clients
- Good attention to detail and ability to spot issues with data and recommend solutions
- Flexible and able to react quickly to the needs of the customer and emergency works
- Ability to deliver quality results under pressure and prioritise workload
- Competence in Microsoft Office products especially Outlook, Word, and Excel
- Calm, confident manner and the ability to handle and resolve customer complaints
- Excellent time management skills and ability to prioritise a demanding workload
- Ability to hold employee and client information in the strictest confidence
- Is able to demonstrate a sense of urgency and energy to complete tasks
- Confident to deal with operational teams and be assertive in delivering customer requests
Job Type: Full-time
Pay: £29,000.00 per year
Experience:
- Customer service: 2 years (required)
- Facilities management: 2 years (required)
Work Location: In person
