Customer Service & Operational Support Coordinator

Customer Service & Operational Support Coordinator Leeds

Head Office & Corporate Teams Leeds On-Site £28,450 Reporting to:
Manager

We are looking for a highly organised, proactive, and people-focused individual to join the Fullerton Group Client Support Centre (CSC) in Leeds.

Operating as part of a 24/7 central support function, this role plays a key part in supporting operational delivery across multiple brands within the group, including Professional Security and Bridgegate Security.

You will act as a central coordination point between clients, frontline teams, and operational management - helping to ensure services run smoothly, incidents and queries are managed effectively, and operational standards are maintained across the business.

This is a fast-paced and varied role suited to somebody who thrives under pressure, communicates confidently, and enjoys problem-solving within a dynamic operational environment.

As part of a 24/7 operation, flexibility to work both day and night shifts, including weekends, is essential.

• Act as a first point of contact for clients, frontline teams, and operational management
• Monitor and manage incidents, operational requests, and service updates through internal systems
• Coordinate reactive and planned operational activity to support service delivery and KPI performance
• Coordinate the provision, allocation, tracking, and monitoring of operational equipment, including radios and body‑worn cameras
• Support the coordination of deployments, scheduling, and rota updates to ensure operational coverage requirements are met
• Monitor shared inboxes and ensure queries are responded to professionally and within agreed time frames
• Liaise with Regional Managers and operational teams to maintain service standards across multiple client sites
• Escalate incidents, complaints, welfare concerns, and operational issues appropriately
• Support frontline staff welfare, communication, and shift coordination
• Assist with payroll and billing administration in collaboration with finance teams
• Maintain accurate operational records, reports, and documentation
• Contribute to the effective day‑to‑day running of the Client Support Centre (CSC)

We are looking for somebody who is professional, adaptable, and confident working within a busy operational environment.

• Previous experience within a customer service, coordination, operations, or helpdesk environment
• Excellent written and verbal communication skills
• Strong organisational skills with the ability to prioritise workload effectively
• Ability to remain calm and professional under pressure
• Strong attention to detail and problem‑solving ability
• Confident using internal systems, emails, and Microsoft Office applications
• Ability to build positive working relationships with clients, frontline staff, and internal stakeholders
• A proactive and team‑focused attitude
• Previous experience within the security, facilities management, hospitality, logistics, or operational services sectors
• CCTV licence
• SIA licence or operational security experience

• Ability to work a 4 on / 4 off shift pattern (days and nights)
• Minimum 2 years' experience within a customer service, operations, or coordination role preferred
• Company pension
• Free on‑site parking
• Company events
• Career development and training opportunities
• Supportive team environment within a growing organisation

Fullerton Group is a growing group of people‑focused service businesses operating across the security, risk management, training, and operational support sectors.

Through our operational brands, including Professional Security and Bridgegate Security, we support clients across hospitality, leisure, events, retail, corporate, and public‑facing environments throughout the UK.

Our approach combines operational expertise, strong frontline teams, and central support functions to deliver safe, professional, and customer‑focused services at scale.

As a group, we are committed to investing in our people, supporting career development, and creating an environment where individuals can grow and make a genuine impact.

Our success begins with our…