Out of Hours Critical Incident Team Co-ordinator

ISS Facilities Services; Burslem; On-site; GBP 60,000 - 80,000; Full time

Job summary

A world-leading facility management company in the UK seeks an Out of Hours Critical Incident Team Co-ordinator to handle client requests and manage subcontractor scheduling. Ideal candidates will have strong customer service experience, excellent communication skills, and proficiency in Microsoft Excel and Word. This permanent role offers an exciting career path with opportunities for personal growth and development within a diverse and inclusive workplace.

Qualifications

• Experience in a customer service, helpdesk or administrative role.
• Confident call handling skills with a calm and professional approach.
• Excellent communication and relationship-building skills.
• High attention to detail with strong planning and organising ability.

Responsibilities

• Receive, log and process client requests and helpdesk requests.
• Translate client issues into FM/engineering actions.
• Monitor shared mailboxes and respond to requests.
• Manage work orders via CAFM systems like Maximo.
• Liaise with subcontractors to schedule attendance.

Skills

Customer service experience

Call handling skills

Strong IT literacy

Communication skills

Attention to detail

Team player

Fast-paced environment

Tools

Microsoft Excel

Microsoft Word

Job description

Overview

Out of Hours Critical Incident Team Co-ordinator

Contract: Key Account Network

Location: Stoke-on-Trent, ST1 5PZ

Hours of work: 35

Contract Type: Permanent

Responsibilities

• Receive, log and process client requests 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.
• Maintain accurate records and documentation.
• Provide administrative support to the wider service delivery team.
• Escalate issues or delays to management as needed.
• Deliver a professional and articulate Sub 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, 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. #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]

Please click on the following link for more information on this role: Job Description

If you are interested in learning about other opportunities at ISS, please join our Talent community by clicking on the following link: TalentPlace