Response Coordinator - Operations Center

We are currently looking to hire a Response Co-ordinator to join SPS Global's Corporate Team (A Concentric Company) in Hereford, England, United Kingdom. 

*This position requires working onsite from our Hereford, UK, Headquarters. Candidates must be able to work in the office. This is a full time role working part-time hours of 32 hours per week on a shift rotational basis.  

JOB DESCRIPTION

This is an exciting opportunity for someone with experience in customer service, administration, call centres, local government, logistics coordination or similar office-based roles who is looking to develop their career in a fast-paced, international operational environment.

We are primarily looking for individuals who demonstrate excellent communication skills, strong attention to detail, the ability to multitask and a professional approach to supporting clients and colleagues.

Our Global Response Centre operates 24 hours a day, 7 days a week, providing assistance and operational support to clients across the world.

As a Response Coordinator, you will play an important role in ensuring enquiries are handled professionally, information is accurately recorded, operational tasks are coordinated and clients receive a consistently high standard of service.

You will receive training and guidance to develop your understanding of our systems, procedures and global operations.

This is an office-based position at our Hereford Global Response Centre and requires working a rotational shift pattern, including nights and weekends.

This position requires excellent situational awareness, communication skills, and the ability to coordinate logistics and response measures under pressure. Operating 24/7, the Response Coordinator supports real-time decision-making and acts as the first point of contact for incident reporting and escalation.

KEY RESPONSIBILITIES 

Administration & Record Keeping

• Maintain accurate records of enquiries, incidents, tasks and operational activities.
• Update internal databases, spreadsheets and case management systems.
• Prepare written summaries, handover notes and operational updates.
• Ensure information is recorded and shared in accordance with company procedures.
• Assist with general administrative duties to support the smooth running of the Global Response Centre.
• Handle sensitive and confidential information professionally and securely.

Operational Coordination

• Assist with coordinating client requests, including travel arrangements, transportation and other operational support services.
• Liaise with external suppliers and service providers to confirm arrangements and obtain updates.
• Monitor ongoing tasks and ensure relevant information is communicated to the appropriate individuals.
• Support colleagues in managing multiple requests and prioritising activities.
• Follow established procedures when dealing with urgent requests or unexpected situations.
• Work collaboratively with Programme Managers and other team members to ensure effective service delivery.

Monitoring & Incident Support

• Monitor information platforms, communication systems and operational alerts.
• Identify relevant information and communicate potential concerns to the appropriate team members.
• Receive and record incident notifications, following established procedures for escalation.
• Assist in coordinating responses to operational incidents under the guidance of experienced colleagues.
• Maintain accurate records and provide timely updates throughout an incident.
• Develop an understanding of global events and how they may affect clients and their operations.

Full training will be provided on the specialist systems, monitoring platforms and incident response procedures used within the Global Response Centre.

WORKING HOURS & SHIFT PATTERN

The Global Response Centre operates 24 hours a day, 365 days a year.

This position requires working an eight-hour rotational shift pattern consisting of:

• Early Shifts: 07:00 – 15:00
• Late Shifts: 15:00 – 23:00
• Night Shifts: 23:00 – 07:00

The rotation follows a four-on, four-off schedule:

• Four Night Shifts, followed by four Rest Days
• Four Late Shifts, followed by four Rest Days
• Four Early Shifts, followed by four Rest Days

The sequence then repeats.

Candidates must be comfortable working nights, weekends and bank holidays as part of the established rota.

This is an on-site position based at our Hereford headquarters. Remote working is not available.

Applicants must have the legal right to work in the United Kingdom without visa sponsorship.

PREFERRED QUALIFICATIONS

We welcome applications from candidates with a range of professional backgrounds. Experience in security operations is not a requirement.

The ideal candidate will demonstrate:

• Customer Service: Experience communicating with customers, members of the public, clients or internal stakeholders in a professional environment.
• Communication Skills: Strong written and verbal communication skills, including a confident and professional telephone manner.
• Administration: Good organisational skills and the ability to maintain accurate records and manage information.
• IT Skills: Confidence using computers, email, Google Workspace, and the ability to learn new systems.
• Attention to Detail: A methodical approach to tasks, with a focus on accuracy and quality.
• Time Management: The ability to prioritise competing tasks and work effectively in a busy environment.
• Problem-Solving: A practical, solutions-focused approach to resolving enquiries and managing unexpected situations.
• Teamwork: The ability to work collaboratively and support colleagues across different shifts.
• Adaptability: Willingness to learn new processes, develop additional skills and work in a changing operational environment.
• Professionalism: The ability to remain calm, courteous and organised when handling challenging or time-sensitive situations.

DESIRABLE EXPERIENCE

Experience in one or more of the following environments would be advantageous:

• Customer service or contact centres
• Administrative or office support roles
• Local government or council services
• Public sector or community support services
• Emergency contact or out-of-hours support centres
• Travel, transport or logistics coordination
• Healthcare administration or patient coordination
• Facilities management or service coordination
• Security operations or incident management

COMPENSATION & BENEFITS

• Annual leave entitlement: 20 days, Inc Bank holidays
• Personal Accident Insurance 
• Employee Assistance Program for personal needs
• Enrollment into the pension scheme to which SPS contributes 3% of your salary
• Credentity Protection - Eclipse Digital Protection by Concentric
• Dedicated Security and Intelligence Training Programs for Professional Development 
  
• Coaching and Mentoring Opportunities

Hereford, United Kingdom Pay Range 30000 - 30000 GBP