Service Coordinator (Out of Hours)
Location: Stoke on Trent, ST1 5PZ
Hours of work: Part Time | 16 hours p/w
Contract Type: Permanent
As the Service Coordinator within the Operational Service Centre (OSC), you’ll be a key member of the Out of Hours team, working Tuesday to Friday from 5pm to 9pm (16 hours per week) in a fully remote role.
You’ll support multiple departments to ensure exceptional service delivery that meets customer needs and expectations, all while working in an impressive and supportive environment.
Job Description
In this role, you’ll provide essential administrative support to operational field teams, account teams, and other departments.
This includes coordinating schedules, managing documentation, and facilitating communication between teams to ensure smooth operations and timely service delivery.
Your organisational skills and attention to detail will play a vital role in maintaining the OSC’s reputation for service excellence.
Key Responsibilities
Log and process client calls, translating requests into engineering or FM solutions within contractual guidelines
Identify and implement the most appropriate solution to meet client needs
Maintain and update associated systems, e.g. Maximo
Build strong relationships with clients and account delivery teams
Provide professional helpdesk support and general administrative assistance
Escalate issues to management when required
Work to agreed company processes, procedures and contractual requirements
Professional and Personal Competencies/Qualifications
Previous customer service, contact centre, or administrative experience
Call handling skills
Proficient in Microsoft Office
Excellent communication skills
Team player with a collaborative approach
Strong organisational and planning ability
Able 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. #ISSGreatPeople #ISSTalent #PeopleMakePlace
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
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