Service Coordinator (Nights)

Location: Stoke on Trent, ST1 5PZ

Hours of work: 40

Contract Type: Permanent

Within the UK, ISS provides high-quality facilities services designed to maintain the fabric and appearance of buildings.

Our offerings include facilities management, cleaning & hygiene services, maintenance & building services, catering, security, landscaping, and more.

We cater to a diverse range of clients across the public, private, and specialist sectors.

Job Description

The Service Coordinator - Nights will be responsible for the process and logging of calls received from the Client and the accurate translation of contractual and operational demands, ensuring the Helpdesk function exceeds client expectations.

The working hours for this role are 9 PM to 9 AM, on a 4 on, 4 off shift pattern. The main focus will be to manage the night-time operations of the Helpdesk team, ensuring all client requests are processed and addressed in a timely, accurate, and efficient manner.

The Service Coordinator - Nights will also ensure that all operational and contractual demands are met and that customer satisfaction is maintained during these hours.

Key Responsibilities

• Process and log client calls, translating them into engineering or FM solutions
• Identify the most appropriate solution within the contractual process
• Build relationships with clients and the account delivery team
• Manage and update associated software (e.g. Maximo)
• Perform general administration duties and provide helpdesk support
• Support the account delivery team administratively
• Escalate issues to management and seek advice as needed
• Follow company processes and guidelines
• Familiarise with customers’ environments and contractual requirements

Professional and Personal Competencies/Qualifications

• GCSE standard with at least 5 Grade C passes or above, or NVQ in Business Administration, Customer Service, ICT, or equivalent
• Previous experience in customer service, contact centre, or administrative roles
• Call handling experience
• Proficient in Microsoft Office
• Strong communication skills
• Team player, able to support and collaborate with others to reach goals
• Organised with good planning skills for events and activities
• Ability to understand and analyse statistical data

The Company

ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.

Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.

We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #ISSGreatPeople #ISSTalent #PeopleMakePlace

ISS is proud to be a diverse and inclusive employer.

ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste) religion or belief, sex, sexual orientation or educational background

Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.

If you have any further queries regarding this role, please contact the Resourcing Team by emailing [email protected]