Operations Coordinator – Customer Service Focus (Hayes) 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. About You About Us