Out of Hours Team Leader (Contract: Permanent)
Location: Stoke, ST1 5PZ
Hours of work: 40 (4-on, 4-off night shift pattern 21:00 – 08:00)
Network Location: Key Account Network
We are seeking a driven and resilient Out of Hours Team Leader to lead the Out‑of‑Hours (OOH) Facilities Service Desk team, delivering high quality customer service and effective job delivery management across ISS’s UK client portfolio. This role is critical to ensuring operational excellence during night‑time service periods, supporting customers, contracts and services when it matters most.
Key Responsibilities
- Lead and manage the Out‑of‑Hours Facilities Service Desk team to deliver high quality customer service.
- Achieve contractual and business KPIs and service targets.
- Ensure procedures are followed to identify the best course of action for customers and the business.
- Provide induction and technical training for team members, liaising with the Service Delivery Manager on additional training needs.
- Monitor, review, and manage staff performance on an ongoing basis.
- Escalate and advise the Service Delivery Manager of potential disciplinary issues as they arise.
- Manage client relationships and expectations, attending progress meetings as required.
- Deputise for the Service Delivery Manager when necessary to ensure continuity of service.
Professional and Personal Competencies / Qualifications
- Proven delivery of high quality, consistent customer service standards.
- Experience working to customer and business KPIs and SLAs.
- Demonstrated commitment to the safety and wellbeing of self, team and colleagues.
- Ability to monitor short‑term workload variations and flex team rostering to meet demand.
- Experience supervising others and allocating tasks based on technical specialisms.
- Essential CRM database knowledge; Tririga, Maximo or 360 experience is desirable.
- Essential experience within a Facilities Management (FM) service desk environment.
ISS is a world‑leading workplace and facility management company, committed to doing business the right way and supporting diversity and inclusion. We welcome all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (including colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.
