Job Description
We are looking for an individual with strong service desk leadership experience who can demonstrate delivery of customer service results and effective performance management.
This position offers the opportunity to influence service quality, support team development, and contribute towards achieving service-level performance across multiple shifts and contracts.
Key Responsibilities
1. Lead the Facilities Service Desk team to achieve contractual and business KPIs and targets
2. Follow established procedures to identify the best course of action for both customers and the company
3. Deliver induction and technical training for team members and liaise with the Service Delivery Manager for ongoing development needs
4. Monitor and review staff performance, providing coaching and feedback
5. Escalate any potential disciplinary matters to the Service Delivery Manager appropriately
6. Manage client relationships and expectations, attending progress meetings and deputising for the Service Delivery Manager when required
7. Ensure Health & Safety procedures are followed and promote safe working practices
8. Oversee effective rostering to meet SLA adherence and ensure team members are working correct hours
9. Ensure all tasks are carried out in line with specifications, processes, and schedules
Professional and Personal Competencies/Qualifications
10. Strong customer-focused approach
11. Excellent communication skills with the ability to build positive relationships
12. Approachable and supportive leadership style
13. Thrives in a high-performance environment and encourages continual improvement
14. Leads by example and supports adoption of new processes
15. Passionate about service quality and delivery
16. Able to make informed decisions based on evidence
17. Calm, organised, solutions-focused, and able to manage competing priorities
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. #Becomewhoyouwant #Bepartofsomethingbigger
#aplacetobeyou #facilitiesmanagement
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.
We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme.
Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.