Call Centre - Customer Service Coordinator in Luton

Based in Luton, Bedfordshire. Day shifts only or night shifts only (no rotation). 4 days on, 4 days off shift pattern. Salary: £30,576 – £31,000 DOE with additional earning potential through overtime.

We’re looking for a Customer Service Coordinator to join our team – an excellent opportunity to start or grow your career in a fast‑paced contact centre environment. As part of our 24/7 Service Delivery team, you’ll handle high‑volume customer calls, monitor situations in real time, log information accurately, and ensure issues are resolved or escalated quickly and professionally. You’ll be the first point of contact for customers, staff, and contractors, always delivering a calm and consistent service.

Joining a newly established team within an employee‑owned business, you’ll benefit from strong training, progression opportunities, and long‑term career development in a structured contact centre environment.

As a Customer Service Coordinator, you’ll:

• Handle high‑volume inbound and outbound calls, including welfare, safety, and check‑in calls.
• Act as the main point of contact for customers, staff, and contractors, providing clear information and reassurance during incidents.
• Accurately log all calls, incidents, and interactions, producing clear notes and reports using call‑logging and case‑management systems.
• Follow call‑handling scripts, procedures, and escalation routes; assess urgency, categorise incidents, and escalate when required.
• Coordinate responses with operational teams, management, and emergency services.
• Monitor service activity and staffing coverage across multiple contracts.
• Maintain high standards of customer service, confidentiality, data protection, compliance, and performance targets.

As a Customer Service Coordinator, you’ll have:

• Call Centre or Customer Service Experience – Desirable but not essential.
• Confident communicator, professional telephone manner with excellent verbal and written skills.
• Able to use multiple systems, including Microsoft Office and call‑handling software.
• Accurate and thorough when logging information during live calls.
• Ability to work a 24/7 shift pattern, including days OR nights, weekends, and 12‑hour shifts.
• SIA CCTV Licence – Essential or willingness to obtain within the first three months (training provided).

What’s in it for you? We believe in rewarding talent and creating a workplace where everyone feels valued. Here’s what you’ll get:

• Employee Ownership – You are part of our success!
• 20 days holiday (accrued and pro-rata).
• NEST pension scheme enrolment.
• Exclusive perks and discounts – More than 250 deals available.
• Ongoing training and development – From apprenticeships to leadership programs.
• Wellbeing, Diversity & Inclusion – Our Mosaic Committee and Mental Health First Aiders are leading the way.
• Recognition and rewards – Celebrating our shining stars all year round.

Our Commitment to Inclusion: We are committed to creating a workplace where everyone belongs. As an inclusive and equal-opportunity employer, we welcome applicants from all backgrounds and experiences. We believe that diversity drives innovation and excellence, and we strive to build a culture of respect, fairness, and opportunity for all.

Please note: Security and vetting clearance (DBS) is required for this role, and you must be able to provide a minimum 5‑year checkable work and/or education history.