Job Description
By leveraging your organizational skills and attention to detail, you'll contribute to the overall efficiency and effectiveness of the OSC, helping to uphold the high standards of service excellence that our customers expect.
Key Responsibilities
•Act as the first point of contact for client calls and emails, logging and processing requests in a timely and accurate manner.
•Identify appropriate solutions or escalate issues when required.
•Maintain and update facilities management systems (e.g. Maximo) and associated records.
•Deliver professional, customer-focused helpdesk support and administration.
•Assist the account delivery team with administrative tasks.
•Build and maintain strong relationships with clients and internal teams.
•Ensure compliance with company processes, procedures, and contractual obligations
Professional and Personal Competencies/Qualifications
•Experienced in adhering to customer and business KPIs and SLAs
•Experienced in using Microsoft Excel up to intermediate level and other Microsoft applications
•Demonstrates the ability to monitor and respond to short term work volume variations and ensure team functions are covered to meet the demand
•Ability to work on their own initiative in liaison with line manager/ supervisor
•Good communication and effective call handling skills
•Experience of reporting and communicating data to both clients and other team members
•Demonstrates a proactive approach to delivering excellent customer service, able to think and react to changes in the field
•Analytical and methodical in approach
•Well organised, deadline oriented with the ability to multi-task whilst maintaining accuracy, prioritise and manage competing demands
•Maintains effective work behaviour in the face of setbacks or pressure - remains calm and in control of themselves
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.
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.