Critical Incident Coordinator: Incident Response & Dispatch

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

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.