Job Description
The Service Coordinator - Nights will be responsible for the process and logging of calls received from the Client and the accurate translation of contractual and operational demands, ensuring the Helpdesk function exceeds client expectations.
The working hours for this role are 9 PM to 9 AM, on a 4 on, 4 off shift pattern. The main focus will be to manage the night-time operations of the Helpdesk team, ensuring all client requests are processed and addressed in a timely, accurate, and efficient manner.
The Service Coordinator - Nights will also ensure that all operational and contractual demands are met and that customer satisfaction is maintained during these hours.
Key Responsibilities
1. Process and log client calls, translating them into engineering or FM solutions
2. Identify the most appropriate solution within the contractual process
3. Build relationships with clients and the account delivery team
4. Manage and update associated software (e.g. Maximo)
5. Perform general administration duties and provide helpdesk support
6. Support the account delivery team administratively
7. Escalate issues to management and seek advice as needed
8. Follow company processes and guidelines
9. Familiarise with customers’ environments and contractual requirements
Professional and Personal Competencies/Qualifications
10. GCSE standard with at least 5 Grade C passes or above, or NVQ in Business Administration, Customer Service, ICT, or equivalent
11. Previous experience in customer service, contact centre, or administrative roles
12. Call handling experience
13. Proficient in Microsoft Office
14. Strong communication skills
15. Team player, able to support and collaborate with others to reach goals
16. Organised with good planning skills for events and activities
17. Ability to understand and analyse statistical data
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.