Client Services Manager

ISS; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading workplace management company is seeking a Team Lead for Placemakers to oversee service delivery and client relations in London. This role requires proven leadership experience and a strong customer focus, fostering a seamless workplace environment while ensuring high satisfaction levels. Join ISS and contribute to creating an inclusive, diverse, and innovative workplace while advancing your career.

Qualifications

• Experience in leading or managing a team required.
• Strong customer service experience in a client-facing role.
• Excellent written and verbal communication skills necessary.

Responsibilities

• Deliver services exceeding client expectations.
• Manage daily operations to achieve service level agreements.
• Lead Client Service and Telephony teams effectively.

Skills

Customer Focus

Leadership

Communication

Organization

Problem Solving

Tools

Microsoft Office

Job description

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In this role, you’ll be responsible for leading and managing our team of Placemakers, ensuring they create a warm, professional, and efficient environment that allows our clients and their teams to thrive.

You’ll take ownership of all aspects of service delivery, acting as the primary point of contact for the client, and building strong, trusted relationships with key stakeholders.

From overseeing visitor management and telephony services to coordinating resources and ensuring optimal coverage, your leadership will underpin a seamless workplace experience.

Key Responsibilities

• Accountable for delivering services that exceed the expectations of clients, visitors, colleagues, and internal stakeholders
• Proactively address and resolve problems by utilising the knowledge base to ensure a seamless experience
• Effectively implement the joint service strategy between ISS and the client
• Ensure the Client Service and Telephony teams meet both financial and qualitative standards, aligning with customer expectations and promoting continuous improvement
• Confidently lead and manage daily operations to consistently achieve service level agreements
• Ensure high satisfaction levels for all individuals visiting or working at the bank

Professional and Personal Competencies/Qualifications

• Previous experience leading or managing a team
• Strong customer focus with proven experience in a customer-facing environment
• Background in a Client Services leadership or front-of-house role
• Excellent written and verbal communication skills
• Highly organised with strong planning and coordination abilities
• Demonstrated ability to learn and apply technical knowledge and organisational systems
• Proactive in identifying opportunities for continuous improvement and process change
• Technically proficient with intermediate to advanced Microsoft Office skills
• Understanding of health and safety management principles
• Ability to work effectively under pressure and respond swiftly in challenging situations

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.