Facilities Customer Coordinator

Overview

National Grid Electricity Distribution (NGED) is a leading electricity distribution business serving over 8 million people across England and South Wales. We are building Pegasus Connect, a modern shared workspace at Castle Donington, and we need a proactive, customer‑focused individual to lead its daily operations.

• Operate and develop Pegasus Connect, ensuring high operational standards and best‑practice processes.
• Build relationships with senior leaders, NGET and NGED teams, and external partners to promote the Pegasus vision and ensure seamless high‑quality operations.
• Train and support the Facilities Management (FM) Team on all systems and processes supporting Pegasus Connect.
• Oversee planning and operational management for the Conference Centre and hybrid work spaces, ensuring efficient space utilisation and smooth end‑to‑end user journeys.
• Maintain compliance with business separation protocols, promote professionalism and respect across co‑located teams.
• Operate workspace management systems (booking, site access, IT utilisation tools), monitor supplies and equipment, and respond to operational issues.
• Use customer feedback and cNPS data to drive continuous improvement and enhance user satisfaction.
• Support health & safety functions, acting as Fire Marshal and First Aider where required.
• Produce and analyse data/MI to monitor utilisation, inform decision‑making and support cost savings.
• Prepare facilities, meeting rooms and services for readiness; troubleshoot and provide broader support to the FM Team.

We are looking for someone who:

• Has a strong background in customer‑focused environments and a proven ability to deliver high operational standards.
• Is confident working in fast‑paced settings, using initiative to enhance services and processes.
• Communicates clearly, is flexible, detail‑oriented and committed to outstanding customer care.
• Is a creative problem‑solver, stays calm under pressure and manages multiple requests simultaneously.
• Is a strong communicator and team player with excellent organisation and customer service skills.
• Is skilled in using data to drive continuous improvement.
• Has knowledge of booking/space‑management systems or can learn quickly, and is confident using various IT systems to produce reports.

Beneficial qualifications include:

• Higher education or relevant qualifications in business, facilities management or a related field.
• Safety qualification such as NEBOSH or IOSH.

National Grid Electricity Distribution is committed to safeguarding the interests of the company, colleagues and customers. The role is subject to a satisfactory DBS check.

• Competitive salary and up to 28 days leave (including 8 bank holidays) with continuous service.
• Contributory pension scheme with double match up to 12% of contributions.
• Annual Share Save and contributory private healthcare scheme.
• Free on‑site parking at all main sites and Employee Assistance Programme (including physiotherapy services).

Applicants must have the legal right to work in the UK. All applications are welcome from candidates who meet the requirements, regardless of race, nationality or ethnic origin.