Job Description
We are looking for an individual who can contribute to the effective 24x7x365 operation of the Service Centre, ensuring customer requests are managed efficiently and to a consistently high standard.
Working Pattern:
1. Monday to Sunday, 40 hours per week
2. Shifts scheduled between 07:00 and 19:00
3. 8.5-hour shifts
4. Weekend working on a rota basis (approximately 1 in 6–7 weekends)
5. Days off in lieu provided for weekend shifts
Example Shifts:
6. 08:00 – 16:30
7. 08:30 – 17:30
8. 10:30 – 19:00
Key Responsibilities
9. Action Helpdesk requests received via telephone, email or online platforms.
10. Process all jobs in line with agreed SLAs and priority response times.
11. Administer and update the MyMCS system with accurate, up-to-date information.
12. Liaise with site-based contacts to ensure timely closure of jobs.
13. Keep customers updated on job progress, including reasons for any delays.
14. Encourage and gather customer feedback to support continuous improvement.
15. Report issues that may impact contract performance or customer satisfaction.
16. Record service requests professionally, applying accurate prioritisation based on safety, business criticality and customer expectations.
Professional and Personal Competencies/Qualifications
17. Outstanding active listening skills.
18. Strong verbal and written communication skills at all levels.
19. High data input accuracy and speed.
20. Excellent customer service orientation with experience in complaint handling.
21. Confident and assertive telephone manner.
22. Enthusiastic, collaborative team player.
23. Flexibility to adjust working patterns to meet business needs.
24. Working knowledge of Microsoft Excel and Word.
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.