Job Description
As Service Coordinator, you’ll play an essential role in ensuring that every request is handled efficiently and with care, taking full ownership from the moment it comes in through to resolution.
Your ability to think quickly and deliver practical solutions will be crucial in maintaining smooth operations and high levels of service.
This is a role that demands attention to detail, clear communication, and a strong commitment to customer satisfaction. You’ll understand what excellent service looks like, and you’ll deliver it consistently, ensuring that every interaction is accurate, helpful, and professional.
Whether supporting day-to-day facilities issues or urgent requests, your focus will be on delivering a seamless experience and reinforcing trust with those who rely on the Helpdesk.
Key Responsibilities
1. Manage planned and reactive maintenance tasks to meet agreed KPI and SLA targets
2. Allocate engineering resource effectively to reduce travel time and disruption
3. Assign tasks to appropriate specialist contractors and manage all external queries
4. Raise and manage purchase orders, tracking progress through to completion
5. Monitor field engineers, ensuring correct labour use by skill and location
6. Provide emergency cover for manpower shortages and urgent site issues
7. Coordinate sample results, remedial works, access arrangements, and out-of-hours support
Professional and Personal Competencies/Qualifications
8. Previous helpdesk, customer service, or field scheduling experience is essential
9. Strong communication and objection-handling skills, with the ability to adapt to different audiences
10. Proficient IT skills including MS Word and Excel; experience with scheduling tools is advantageous
11. Highly organised, with the ability to manage multiple deadlines and competing priorities
12. Calm and professional under pressure, with excellent attention to detail
13. Collaborative team player with a proactive approach to service delivery
14. Knowledge of building fabric, mechanical or electrical maintenance is a plus
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.