Customer Service Coordinator

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

Job Title: Customer Service Coordinator

Location: Warwick/fully on site

Contract Type: 6-month contractor position (with potential for extension)

Working Hours: Monday to Friday

Are you an organised and proactive individual looking to make a real impact in a fast-paced environment? Our client is on the lookout for a Customer Service Coordinator to join their Security Control Centre (SCC) team in Warwick! This is an exciting opportunity to support daily operations while ensuring top-notch communication and coordination across all activities.

What You'll Do:

As a Customer Service Coordinator, you'll be the heartbeat of the SCC, keeping everything running smoothly! Your key responsibilities will include:

Call Handling & Communication:

• Answer and direct incoming calls with professionalism and efficiency.
• prioritise calls based on urgency to maintain operational flow.
• Escalate issues as needed and promote alternative contact methods.
• Keep accurate call logs and follow-up records to ensure nothing slips through the cracks.

Administrative Support:

• Schedule and coordinate meetings, including room bookings and agenda preparation.
• Prepare and format important documents, reports, and presentations.
• Update ticketing systems for timely resolution and accurate tracking.
• Assist in onboarding new staff and contractors to set them up for success.
• Support data entry, filing, and archiving in accordance with data retention policies.

Operational Coordination:

• Collaborate with SCC teams to ensure administrative tasks are completed on time.
• Track and report on key performance indicators (KPIs) and service metrics.
• Support the rollout of new procedures and contribute to continuous improvement.
• Help distribute and promote awareness of Standard Operating Procedures (SOPs).

Who You Are:

To thrive in this role, you will need:

• Previous experience in an administrative or call-handling capacity, ideally in security or operations.
• Strong organisational and time management skills that keep you ahead of the game.
• Excellent verbal and written communication skills that shine through in every interaction.
• Proficiency in Microsoft Office (Word, Excel, Outlook, Teams) to keep tasks on track.
• A detail-oriented mindset with the ability to manage sensitive information discreetly.

Bonus Points For:

• Experience with ticketing or workflow systems (eg, ServiceNow).
• Familiarity with physical security operations or access control processes.
• An understanding of data protection and confidentiality standards.

Additional Information:

• This role is based on-site at the Warwick SCC location; remote work is not an option.
• Comprehensive training will be provided on internal systems and procedures.
• Join us in our commitment to operational excellence and exceptional customer service!

If you're ready to take the next step in your career and join a supportive team dedicated to excellence, we'd love to hear from you! Apply today and let's embark on this exciting journey together!

Please be advised: if you haven't heard from us within 48 hours, then unfortunately your application has not been successful on this occasion. We may, however, keep your details on file for any suitable future vacancies and contact you accordingly.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.