Operations Coordinator
About the Role
We are looking for a proactive and customer-focused Operations Coordinator to play a key role in delivering outstanding service from our Hayes depot.
This is a fast-paced, hands-on operations role where you will be at the heart of the customer experience—coordinating service delivery, supporting drivers, managing data, and ensuring we consistently exceed customer expectations. You’ll work closely with both internal teams and customers, using insight and initiative to keep our operation running smoothly.
What You’ll Be Doing
Coordinate daily service routes to ensure efficient delivery and exceptional customer service
Brief and debrief drivers, ensuring clear communication and a strong focus on customer outcomes
Act as the central point of contact between drivers, managers, and customers
Manage and resolve customer queries and complaints quickly, professionally, and effectively
Use Salesforce CRM to accurately capture, update and manage customer and operational data
Analyse service data using spreadsheets (Excel) to identify trends, risks, and opportunities for improvement
Monitor service performance against KPIs and take proactive action to maintain high standards
Ensure all route activity, attendance, and service updates are recorded in real time
Identify recurring issues and support continuous improvement across the operation
Contribute ideas and improvements to enhance customer service and operational efficiency
What We’re Looking For
We’re seeking someone who thrives in a busy operational environment and is passionate about delivering a great customer experience.
Key skills and experience:
Proven experience in an operational, coordination, or customer service role
Strong customer focus with a commitment to delivering outstanding service
Experience using Salesforce CRM (or similar systems)
High level of competence in Excel/spreadsheets, including data capture and analysis
Excellent communication skills, with confidence in dealing with customers and internal teams
Strong problem-solving ability and a calm, professional approach under pressure
Ability to manage multiple priorities in a fast-paced environment
A team player who understands the importance of reliability and collaboration
In return for your commitment and expertise, you will get:
A salary of £28,253 (based on a 40-hour working week, Monday to Friday).
No scheduled weekend working.
13 paydays per year (every 4 weeks).
Ongoing career development opportunities.
Discounts with retailers including O2 and food & beverage brands.
A 24-hour wellbeing helpline.
Pension.
23 days holiday plus bank holidays.
About phs:
phs Group was founded in 1963 and we are the leading provider for Hygiene Services in the UK, Spain and Ireland, with over 120,000 customers across 300,000 locations.
Our businesses include: Washrooms, Healthcare, Floorcare, Hygiene Services, phs Direct and Direct 365 (sale of hygiene consumables), phs Greenleaf (indoor and outdoor plants), phs Teacrate, phs Besafe (workwear and laundry), phs Wastekit (baling and compacting waste) and phs Compliance.
At phs, we pride ourselves on our diverse workforce and ensuring we have an inclusive environment for all our staff. We remain committed to ensuring our teams can bring their true selves to work without risk or fear of discrimination.