Lead, Facilities Service Desk & Client Delivery

ISS Facilities Services; Stoke-on-Trent; On-site; GBP 30,000 - 40,000; Full time

Job summary

ISS Facilities Services is seeking a Client Services Team Leader in Stoke-on-Trent to lead a Facilities Service Desk team, ensuring high-quality customer service and delivery against KPIs and SLAs. You will provide induction and training for team members, monitor performance, manage customer relationships and escalations, and support workforce planning to maintain SLA adherence.

This 6-month fixed-term contract offers a fast-paced environment with a clear focus on service excellence, teamwork

Qualifications

• Experience delivering high-quality customer service within a service desk or customer service environment.
• Experience working against KPIs and SLAs.
• Previous experience supervising, coordinating or leading a team.
• CRM database knowledge, with knowledge of Tririga, Maximo or 360 considered desirable.
• Strong communication and stakeholder management skills.
• Excellent organisational skills with the ability to prioritise competing demands.
• A proactive, solutions-focused approach and the ability to remain effective under pressure.
• A strong commitment to quality, service delivery and team development.

Responsibilities

• Lead and support a Facilities Service Desk team to deliver excellent customer service and operational performance.
• Achieve contractual and business KPIs, targets and service level commitments.
• Provide induction and technical training for team members and identify further development needs.
• Monitor staff performance and support continuous improvement across the team.
• Manage customer relationships, resolve service issues and handle escalations where required.
• Support workforce planning and rostering to ensure SLA adherence and effective resource allocation.
• Ensure all work is completed in line with agreed processes, procedures and task schedules.
• Promote safe working practices and ensure compliance with Health & Safety requirements.

Skills

Customer service

KPIs & SLAs

Team leadership

Communication

Organization

Proactive problem-solving

Quality focus

Tools

Tririga

Maximo

360

Job description

ISS Facilities Services is seeking a Client Services Team Leader in Stoke-on-Trent to lead a Facilities Service Desk team, ensuring high-quality customer service and delivery against KPIs and SLAs. You will provide induction and training for team members, monitor performance, manage customer relationships and escalations, and support workforce planning to maintain SLA adherence.

This 6-month fixed-term contract offers a fast-paced environment with a clear focus on service excellence, teamwork