Team Leader - Placemaker Services Contract: Key Account Network Location: Stoke, ST1 5PZ Hours of work: 40 Contract Type: Fixed Term Contract (6 months) We are seeking a Placemaker Services Team Leader to support the Service Delivery Manager responsible for the Cleaning Business Support functions across the ISS UK client portfolio. This role offers exposure to a fast-paced, high-volume environment where service quality and accuracy are paramount. You will provide clear direction, ensure consistent delivery, and uphold service levels and KPIs within the team. Job Description We are looking for someone confident in leading people, managing operational processes, and maintaining strong internal and external relationships. The role focuses on time and attendance oversight, administrative accuracy, and ensuring frontline placemakers are supported throughout their employment lifecycle. Key Responsibilities Lead and support the operational support team to deliver KPIs, SLAs, and business targets. Coordinate operational resourcing by working with recruitment partners, agencies, and internal stakeholders. Oversee accurate management of placemaker data, including recruitment records, onboarding documentation, time & attendance, pay, overtime, absence, and timesheet processing. Maintain accurate systems, trackers, and reporting to support operational decisions and performance monitoring. Build and maintain strong relationships with operational managers, internal departments, suppliers, and external partners. Manage team performance through coaching, training, audits, and observation, supporting induction and development. Drive a high-performing team culture through motivation, continuous improvement, and effective change management. Ensure processes are followed in line with company policies, SLAs, compliance requirements, and best practice. Professional and Personal Competencies/Qualifications Experience in a Team Leader, supervisory, or senior operational support role, ideally within shared services or service delivery. Proven ability to lead and motivate teams to achieve high performance. Experience working in a fast-paced operational environment with competing priorities and strict SLAs. Demonstrable success delivering against KPIs, SLAs, and operational targets. Experience managing operational or administrative processes. Skilled in resolving service issues, escalations, or complaints. Experience supporting change initiatives or process improvements. 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. If you have any further queries regarding this role, please contact the Resourcing Team by emailing resourcing.team@uk.issworld.com Proud member of the Disability Confident employer scheme Disability Confident About Disability Confident A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .