OOH Night Service Co‑ordinator

OOH Night Service Co‑Ordinator

Location: Stoke, ST1 5PZ

Hours: 38.6 per week

Contract Type: Fixed Term Contract (6 months)

Our client, a leading provider of facilities services in the UK, is seeking an Out of Hours Night Service Co‑Ordinator to join their Operational Service Centre (OSC). This role plays a key part in supporting the Out of Hours team to deliver a consistently high standard of service to clients.

Working closely with operational field teams, account teams and internal departments, the postholder will help ensure customer needs and expectations are met during out of hours periods. The role requires a calm, organised and customer‑focused individual who can coordinate activity effectively while maintaining accurate records and clear communication across teams.

Key Responsibilities

• Act as the first point of contact for client calls and emails, logging and processing requests accurately and promptly.
• Identify appropriate solutions to issues or escalate matters where required.
• Maintain and update facilities management systems (e.g. Maximo) and associated records.
• Deliver professional, customer‑focused helpdesk support and administration.
• Coordinate and support operational field teams during out of hours periods.
• Assist the account delivery team with administrative tasks.
• Build and maintain strong working relationships with clients and internal teams.
• Ensure compliance with company processes, procedures and contractual obligations.

Person Specification

• Experience of working to customer and business KPIs and SLAs.
• Intermediate Microsoft Excel skills and confidence using other Microsoft applications.
• Strong communication skills with effective call handling experience.
• Experience of reporting and communicating data to clients and internal stakeholders.
• Proactive approach to delivering excellent customer service, with the ability to adapt to changing situations.
• Analytical and methodical, with strong organisational and multi‑tasking skills.
• Ability to prioritise competing demands while maintaining accuracy.
• Calm, professional and effective when working under pressure or facing setbacks.