OOH Night Service Co-Ordinator Contract: Key Account Network Location: Stoke, ST1 5PZ Hours of work: 38.6 Contract Type: Fixed Term Contract (6 months) 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. You will work closely with operational field teams, account teams and internal departments to ensure customer needs and expectations are met. Job Description We are looking for someone who is highly organised, calm under pressure and customer focused, with strong attention to detail and communication skills. In this role, you will help ensure smooth operations by coordinating activity, maintaining accurate records and facilitating effective communication across teams. Key Responsibilities 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 escalate 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. Professional and Personal Competencies/Qualifications 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. 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. 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 .