Job Description
As the Out of Hours Team Leader, you will lead a team of Service Coordinators during overnight shifts, managing urgent customer requests and ensuring service excellence. You’ll be part of a wider leadership team, contributing to performance targets and service level agreements.
Key Responsibilities
- Monitor staff performance and provide coaching for success
- Manage client relationships and service delivery out of hours
- Ensure compliance with Health & Safety procedures
- Handle service failures and customer complaints effectively
- Oversee task scheduling, equipment use, and rostering
- Promote safe working practices and escalate issues appropriately
Professional and Personal Competencies/Qualifications
- Proven experience in team leadership and customer service delivery
- Familiarity with FM sector and CRM systems (Tririga, Maximo, 360)
- Ability to manage workload fluctuations and shift changes
- Intermediate proficiency in Microsoft Office (Word, Excel, PowerPoint); Visio is a plus
- Experience in documenting processes and delivering training
- Organised, adaptable, and collaborative
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.