We are seeking an Out of Hours Night Service Co‑ordinator to join our Operational Service Centre (OSC), where you will play a key role in supporting the Out of Hours team to deliver a consistently high standard of service.
Responsibilities
* Work closely with operational field teams, account teams and internal departments to ensure customer needs and expectations are met.
* Coordinate activity, maintain accurate records and facilitate effective communication across teams.
* Act as the first point of contact for client calls and emails, logging and processing requests accurately and promptly.
* Identify appropriate solutions to issues or escalating where required.
* Maintain and update facilities management systems (e.g. Maximo) and associated records.
* Deliver professional, customer‑focused helpdesk support and administration.
* Coordinate and support operational field teams during out of hours periods.
* Assist the account delivery team with administrative tasks.
* Build and maintain strong working relationships with clients and internal teams.
* Ensure compliance with company processes, procedures and contractual obligations.
Qualifications
* Highly organised, calm under pressure and customer focused, with strong attention to detail and communication skills.
* Experience of working to customer and business KPIs and SLAs.
* Intermediate Microsoft Excel skills and confidence using other Microsoft applications.
* Strong communication skills with effective call handling experience.
* Experience of reporting and communicating data to clients and internal stakeholders.
* Proactive approach to delivering excellent customer service, with the ability to adapt to changing situations.
* Analytical and methodical, with strong organisational and multi‑tasking skills.
* Able to prioritise competing demands while maintaining accuracy.
* Remains calm, professional and effective when working under pressure or facing setbacks.
Equal Opportunity Statement
We are a Disability Confident employer that invites interview to any applicant with a disability who meets the minimum criteria for the job.
ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (including colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.
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