Job Description
Taking full ownership of each customer request, your responsibility is to swiftly devise optimal solutions. Proficiency in ensuring excellent service delivery, accuracy, and a customer-centric approach is a must.
Working 40 hours per week, Monday to Friday, between 8 am to 5 pm, we offer a competitive salary, along with 25 days of holidays plus all bank holidays, a pension plan, and enticing retail discounted offers. If you are passionate about service excellence and thrive in a dynamic environment, apply now to be a key contributor to our service desk operations.
Key Responsibilities
1. Maintain resource planning technology solution and scheduling in-house engineers on a national scale within the contract Service Level Agreements
2. Co-ordinating all calls and queries and assigning all outsourced tasks, choosing the right specialist contractor for the issue
3. Raising purchase orders for external delivery partners and keeping live updates from start to completion
4. Managing engineers in the field, monitoring time and material costs, using the correct labour by skill set and location
5. Covering shortages in staffing and providing emergency solutions where there is threat to health & safety or customer site security.
Professional and Personal Competencies/Qualifications
6. Previous helpdesk/customer service/field operative scheduling support experience essential
7. Demonstrates a proactive approach to delivering excellent customer service, able to think and react to changes in the field
8. Strong team player - cooperative and willing to assist others
9. Proficient IT skills including MS Word, MS Excel and comfortable with numerical reasoning. Experience of dynamic scheduling tools and CRM systems would be advantageous
10. Engaging and strong communicator demonstrating influencing skills and an ability to adapt approaches to differing audiences
11. Strong capability in objection handling and a professional firmness
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.