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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

Contract Type: Fixed Term Contract - 6 months

Client Services Team Leader

Company: ISS Facilities Services

Hours: Full-time

Location: Stoke-on-Trent, ST1 5PZ

Working pattern: On-site

Job type: Contract

Posting date: 25 Aug 2026

Closing date: 24 Sept 2026

Contract: Key Account Network

Hours of work: 40

We are seeking a Client Services Team Leader to lead a Facilities Service Desk team responsible for customer service and job delivery management, supporting customers, contracts and services across a diverse UK client portfolio.

This is an opportunity to join a fast-paced environment where service excellence, customer satisfaction and operational performance are key priorities.

Job Description

We are seeking a customer-focused leader with service desk experience, a track record of delivering against KPIs and SLAs, and the ability to develop, support and motivate a team.

The successful candidate will contribute to achieving service levels, performance standards and operational deadlines while ensuring a high-quality customer experience.

Key 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.

Professional and Personal Competencies/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.

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. #Becomewhoyouwant, #Bepartofsomethingbigger,

#aplacetobeyou,

#facilitiesmanagement

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 proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers.

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]

Proud member of the Disability Confident employer scheme

About Disability Confident

Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.