Customer Service & Operational Support Coordinator

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…