Job Description
We are looking for someone who can act as a key point of contact for operational colleagues and internal customers, taking ownership of service requests and delivering timely, accurate, and customer-focused support.
Working collaboratively with operational managers, workforce management, finance, and wider internal teams, you will play a vital part in maintaining accurate workforce data and supporting the delivery of high-quality service across the business.
Key Responsibilities
1. Engage with operational managers to support the accurate collation and management of Placemaker time and attendance data.
2. Input, maintain, and update records relating to overtime, absence, pay rates, timesheets, and workforce data across relevant systems.
3. Ensure accurate linking of Placemakers to timesheets and resolve all anomalies ahead of payroll deadlines.
4. Maintain and update operational trackers, reports, and documentation to ensure data accuracy and completeness.
5. Collate, analyse, and input workforce data into reporting systems to support operational performance.
6. Provide responsive, professional support to frontline Placemakers and operational managers, resolving queries promptly.
7. Manage a high volume of telephone and email enquiries while maintaining excellent customer service standards.
8. Liaise with operational teams, customers, and internal departments to resolve issues and provide progress updates.
Professional and Personal Competencies/Qualifications
9. Experience working in a service desk, operational support, or high-volume customer service environment.
10. Background in working with time and attendance systems, workforce data, or administrative processes.
11. Experience delivering against customer and business KPIs and service level agreements (SLAs).
12. Proficiency in Microsoft Office applications, particularly Excel and other data management tools.
13. Experience communicating operational data or information to clients, managers, or team members.
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.