Contact Centre Services Coordinator

About the role

We are seeking a Services/Incident Response Coordinator for our Contact Service Centre (CSC). You will be the first point of contact for employees, contractors, emergency services and external agencies, ensuring incidents are monitored, recorded and reported efficiently.

Key responsibilities

• Answer inbound calls and make outbound calls to internal and external stakeholders.
• Proactively monitor, log and report events and incidents using bespoke computer systems.
• Capture and manage data accurately while operating multiple systems simultaneously.
• Generate regular reports for clients and management.
• Work within a rotating shift pattern covering early, late and night hours.

Required profile

• Computer literacy with strong familiarity with Microsoft Office or similar operating systems.
• Ability to operate several systems at the same time and meet deadlines.
• Team‑oriented yet capable of working independently.
• Previous experience in a client‑contact or call‑centre environment.
• Flexibility to work shift patterns, including evenings and weekends.

Required skills

• Microsoft Office (Word, Excel, Outlook, etc.).

What we offer

• Matched or contributory pension scheme.
• 24/7 online GP service.
• Employee assistance programme.
• Rewards portal with thousands of retail discounts.
• Life assurance, cycle‑to‑work and salary‑finance schemes.
• Enhanced maternity, paternity and adoption leave.
• 28 days annual leave plus bank holidays and unsociable‑hours enhancement.