Facilities Customer Coordinator

National Grid; England; On-site; GBP 30,000 - 40,000; Full time

Job summary

A prominent utility company in England seeks a Facilities Customer Coordinator to oversee the Pegasus Connect workspace. The role entails ensuring high operational standards, fostering collaboration, and enhancing user experience through effective management and engagement. The ideal candidate will have a strong customer service background, excellent communication skills, and the ability to manage multiple tasks in a dynamic environment. This position offers an opportunity to create a positive workplace atmosphere for all employees.

Qualifications

• Experience in customer-focused environments with high operational standards.
• Ability to enhance services and support colleagues in fast-paced settings.
• Commitment to health, safety, and high-quality customer care.

Responsibilities

• Manage daily operations of Pegasus Connect ensuring high standards.
• Build relationships with teams to promote seamless operations.
• Monitor workspace utilisation and gather user feedback for improvement.

Skills

Customer service skills

Problem-solving

Strong communication

Organizational skills

Flexibility

Education

Higher education or relevant qualifications in business or facilities management

Safety qualification such as NEBOSH or IOSH

Tools

Booking/space-management systems

IT systems for reporting

Job description

At National Grid we’re committed to creating workspaces that support collaboration, innovation and exceptional customer service. Following an investment to transform one of the wings of our Castle Donington office, we’re introducing Pegasus Connect - a modern, shared workspace designed for use by Electricity Transmission (NGET), Electricity Distribution (NGED) and NG Group function colleagues.

We are now looking for a proactive, customer-focused individual to take the lead in shaping, managing and evolving this new workspace and ensure it becomes a thriving, high-performing space for everyone who uses it.

As the Facilities Customer Coordinator, you will ensure the facility delivers exceptional value, fosters collaboration across the business, and coordinate daily operations to the highest professional standards - making sure that every colleague entering the workspace has a positive experience.

Main Responsibilities

Based in Castle Donington and reporting to the Facilities Manager you will:

• Be responsible for the day‑to‑day operation and ongoing development of Pegasus Connect, ensuring exceptional standards and best‑practice processes
• Build effective relationships with senior leaders, NGET and NGED teams and external service partners to embed and promote the Pegasus Connect vision and ensure seamless high quality operations
• Train and support the Pegasus Facilities Management (FM) Team on all systems and processes that support Pegasus Connect.
• Oversee planning and operational management for the Conference Centre and ET workspaces, ensuring efficient space utilisation and smooth end to end user journeys
• Ensure full compliance with business separation protocols and promote professionalism and respect across co‑located teams
• Operate workspace management systems including booking, site access and other IT utilisation tools
• Monitor and manage supplies and equipment required for daily operations
• Use customer feedback and cNPS data to facilitate continuous improvement and enhance user satisfaction
• Support all aspects of health & safety, including fire safety, first aid, site evacuation and security procedures—acting as a Fire Marshal and First Aider and ensure cover where necessary
• Produce and analyse data/MI to monitor workspace utilisation, inform decision‑making and support cost savings through Business use of the facility.
• Prepare all facilities, meeting rooms and services to ensure readiness for use the next day.
• Work with the Facilities Manager to ensure appropriate resources are in place during opening hours
• Trouble shoot and respond quickly and effectively to operational issues in a busy, dynamic environment
• Provide broader support to the Facilities Management Team as required

Ideal Candidate

We’re looking for someone with a strong background in customer‑focused environments and a proven ability to deliver high operational standards and a passion for creating great workplace experiences. You will be confident working in fast‑paced settings, using your initiative to enhance services and processes, support colleagues and respond effectively to changing demands. Strong communication skills, flexibility, attention to detail and a commitment to outstanding customer care are essential.

You’ll also bring:

• Creative problem solver who uses initiative and able to stay calm, decisive and flexible under pressure, managing multiple requests at once
• Strong communicator and team player with excellent organisation and customer service skills
• Able to use customer feedback and skilled in using data to drive continuous improvement
• Commitment to health, safety and high‑quality customer care
• Attention to detail in order to manage the workspaces effectively to a high standard
• Skilled in using data to drive knowledge and service improvements
• Knowledge of booking/space‑management systems or ability to learn quickly
• Confident using a variety of IT systems and to produce reports which enable planning

The following qualifications would be beneficial:

• Higher education or relevant qualifications in business, facilities management or a related discipline
• A recognised safety qualification such as NEBOSH or IOSH

National Grid Electricity Distribution is committed to safeguarding the interests of the Company, colleagues and customers. This role is subject to a satisfactory Barring Service, (DBS) check, depending on the role different levels of screening and vetting are required. Some roles require a triannual check.

About Us

We’re National Grid Electricity Distribution (NGED), the owner and operator behind the electricity distribution systems for the Midlands, the Southwest of England and South Wales. Serving communities of more than 8 million people, our expert teams deliver heat, light and power for homes and businesses.

National Grid employs over 29,000 people worldwide. We are building an inclusive workplace, a place to actively celebrate the cultures, personalities and preferences of our colleagues – who in turn help to build the success of our business and reflect the diversity of the communities we serve. Our vision is to be at the heart of a clean, fair and affordable energy future and we are doing this in a fast-moving industry with an increasing focus on tackling climate change, exploring new energy sources that are renewable, low carbon, and improve efficiency to meet demand.