Critical Incident Coordinator

ISS Facilities Services; Coleshill Heath; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading facility management company in the UK is seeking a Critical Incident Coordinator to handle client requests and manage incidents efficiently. This role requires strong customer service and communication skills, with a focus on maintaining accurate records and supporting the wider team. The ideal candidate will bring experience in fast-paced environments and strong IT literacy, especially in Microsoft applications. The company values diversity and inclusivity in its workforce.

Qualifications

• Previous experience in a customer service, helpdesk, or administrative role.
• Confident call handling skills with a calm and professional approach.
• Comfortable in a fast-paced, service-led environment.

Responsibilities

• Receive and log client requests.
• Translate client issues into FM/engineering actions.
• Manage work orders via CAFM systems (e.g., Maximo).
• Liaise with subcontractors for scheduling.

Skills

Customer service experience

Call handling skills

Strong IT literacy

Communication skills

Attention to detail

Organizational skills

Team player

Flexible attitude

Tools

Microsoft Excel

Microsoft Word

Job description

Critical Incident Coordinator

Contract: Key Account Network
Location: Birmingham, B37 7YE
Hours of work: 40
Contract Type: Permanent

We are seeking a highly organised and customer-focused Critical Incident Coordinator to join our team.

In this role, you will act as the first point of contact for client requests, ensuring all calls are logged, processed, and accurately translated into engineering or FM solutions.

Your ability to manage incidents efficiently and maintain clear communication will be key to delivering exceptional service.

Job Description

You will be responsible for handling incoming incidents, monitoring shared mailboxes, allocating job requests to engineers or subcontractors, and keeping all associated systems updated.

This position requires a proactive approach to drive incidents to resolution while maintaining accurate records and supporting the wider service delivery team.

Key Responsibilities

• Receive, log, and process client and helpdesk requests in line with contractual requirements.
• Accurately translate client issues into FM/engineering actions and allocate to the appropriate resource.
• Monitor shared mailboxes and respond to requests within agreed timeframes.
• Manage work orders via CAFM systems (e.g., Maximo).
• Liaise with subcontractors to schedule attendance and ensure timely completion.
• Maintain accurate records and documentation for all incidents.
• Provide administrative support to the wider service delivery team.
• Escalate issues or delays to management as needed.
• Deliver a professional and articulate subcontractor dispatch service at all times.

Professional and Personal Competencies/Qualifications

• Previous experience in a customer service, helpdesk, or administrative role.
• Confident call handling skills with a calm and professional approach.
• Strong IT literacy, particularly Microsoft Excel and Word.
• Excellent communication and relationship-building skills.
• High attention to detail with strong planning and organising ability.
• A team player with a flexible and solutions-focused attitude.
• Comfortable working in a fast-paced, service-led environment.

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, we 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 [e-mail]