Team Leader - Out of Hours Placemaker Services Contract: Key Account Network Location: Stoke, ST1 5PZ Hours of work: 20 (mix of nights & weekends) Contract Type: Fixed Term Contract (6 months) We are seeking a motivated and organised Team Leader to support the Service Delivery Manager within our Cleaning Business Support function, providing essential operational and administrative support across the ISS UK client portfolio. This role sits at the heart of a fast-paced environment and plays a key part in ensuring our customers, contracts and services receive consistent, high-quality delivery. Job Description We are looking for a confident leader who can set clear direction, motivate a team, and ensure all service levels and KPIs are met. The role is responsible for overseeing time and attendance processes, accurate data management and ensuring that frontline placemakers are supported throughout their employment. Working closely with operational managers and internal teams, the Team Leader maintains compliance, supports process improvements, and drives effective service outcomes. Key Responsibilities Lead and support the operational support team to deliver KPIs, SLAs, and business targets. Oversee accurate management of placemaker data, including onboarding documentation, time & attendance, pay rates, overtime, absence and timesheet processing. Maintain accurate systems, trackers and reporting to support operational planning and performance monitoring. Build and maintain strong working relationships with operational managers, internal support teams, suppliers and external partners. Manage team performance through coaching, training, audits and observation. Support induction and ongoing development of team members to ensure high service standards. Ensure all processes are followed in line with company policies, service level agreements and compliance requirements. Identify opportunities for service improvements and support change initiatives across operational support functions. Professional and Personal Competencies/Qualifications Experience in a Team Leader, supervisory or senior operational support role, ideally within a shared services or service delivery environment. Skilled in leading, motivating and developing teams to achieve strong performance. Comfortable working in a fast-paced operational setting with competing priorities, deadlines and SLAs. Proven track record of delivering against KPIs, SLAs and operational targets. Experience overseeing administrative or operational support processes, particularly those involving data management. Confident handling service issues, escalations and 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 .