Job Description
This role demands strong coordination, excellent customer service, and a clear understanding of subcontractor management within facilities management.
You will be key to maintaining high performance against service levels and KPIs, ensuring that our clients receive timely and effective support.
You’ll be expected to manage rostering, support induction and technical training, and drive service standards. Experience in a service desk setting and subcontractor coordination is essential.
Reporting to the Support Services Delivery Manager, you’ll have the chance to make a real impact in a dynamic, supportive environment that values leadership and operational excellence.
Key Responsibilities
1. Deliver KPIs and targets in line with contractual and business requirements
2. Provide team inductions, technical training, and ongoing performance reviews
3. Manage client expectations and represent the service in progress meetings
4. Identify and escalate disciplinary issues to the Service Delivery Manager
5. Promote and maintain high Health & Safety standards across all tasks
6. Ensure adherence to task schedules, specifications, and process compliance
7. Oversee correct and efficient use of materials and equipment
Professional and Personal Competencies/Qualifications
8. Proven track record of consistently meeting customer service standards and KPIs
9. Skilled in supervising teams, allocating tasks, and adapting resources to meet service demand
10. Strong focus on health, safety, and wellbeing across teams
11. Experienced in managing workload fluctuations and adjusting rosters accordingly
12. Proficient in CRM and Maximo; knowledge of Tririga, 360, or Coupa is advantageous
13. Background in fast-paced, target-driven customer service roles
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
Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.