Job Description
We are looking for a leader who can translate strategy into action by leading high-performing teams, improving service outcomes, and strengthening client confidence through consistent, high-quality delivery.
You will act as the escalation point for complex issues, ensuring timely resolution while driving continuous improvement in processes and performance.
Key Responsibilities
1. Lead and inspire teams to deliver outstanding customer experience across all services
2. Drive performance against KPIs, SLAs, and quality standards
3. Take ownership of complex customer escalations, ensuring timely and effective resolution
4. Embed a culture of continuous improvement, quality, and Right First Time delivery
5. Analyse performance data to identify trends and implement improvement plans
6. Ensure teams are fully trained, supported, and developed through coaching and structured development
7. Collaborate with stakeholders to improve processes and strengthen service delivery
8. Maintain strong governance across operations, including compliance and quality assurance
Professional and Personal Competencies/Qualifications
9. Proven experience in a senior customer service or operational leadership role
10. Strong track record of delivering against KPIs and service targets
11. Experience leading and developing high-performing teams
12. Excellent stakeholder management and communication skills
13. Ability to manage complex issues and drive resolution
14. Strong analytical and problem-solving capability
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 proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers.
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.