Job Description
They act as a key interface between the client and the operational delivery teams, identifying the most appropriate solution within contractual terms and maintaining strong, professional relationships.
You will communicate with engineers to allocate tasks, respond to status queries, and escalate issues where required.
The position also involves general administrative support and ensuring all records are accurate and up to date by the end of the day.
Key Responsibilities
1. Handle incoming client calls and emails as the first point of contact.
2. Log all requests accurately into the FM system (e.g., Maximo).
3. Translate client issues into correct engineering or FM actions.
4. Identify the best solution in line with contractual obligations.
5. Escalate urgent or complex issues where necessary.
6. Maintain accurate records, updates, and documentation.
7. Support the account delivery team with administrative duties.
8. Build and maintain positive relationships with clients and internal teams.
9. Ensure compliance with all company and client processes.
Professional and Personal Competencies/Qualifications
10. Previous experience in a customer service, contact centre, or administrative role.
11. Proven call-handling experience, managing both telephone and email enquiries.
12. Proficient in Microsoft Office programmes (e.g., Outlook, Word, Excel).
13. Excellent verbal and written communication skills.
14. Demonstrated ability to work effectively within a team, supporting colleagues to meet shared goals.
15. Strong organisational and planning skills, with the ability to schedule and prioritise tasks effectively.
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.