Service Co-ordinator

ISS; Stafford; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading facility management company in Stafford is seeking a dedicated customer service professional to manage enquiries and ensure service excellence. The successful candidate will have strong communication skills and the ability to work calmly under pressure. This role involves managing maintenance, tracking jobs, and coordinating resources in a dynamic environment. The position offers opportunities for personal growth and development within a diverse and inclusive workplace.

Qualifications

• Previous helpdesk, customer service or scheduling experience essential.
• Proactive, customer-focused and able to adapt quickly to change.
• Strong team player with excellent communication and influencing skills.

Responsibilities

• Manage planned and reactive maintenance to meet KPI and SLA targets.
• Allocate engineering resources effectively to minimise disruption and travel time.
• Coordinate calls, queries and outsourced tasks, selecting suitable contractors.

Skills

Customer service

Scheduling

Proficient IT skills

Communication skills

Attention to detail

Tools

MS Word

Excel

Job description

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In this role, you will take full ownership of each customer request, ensuring that every enquiry is managed with accuracy, professionalism, and a customer-first approach. You will be expected to think on your feet and quickly identify the best solutions to meet customer needs.

This is a great opportunity for someone who understands the importance of service excellence and enjoys working in a fast-paced, team-focused environment where no two days are the same.

Key Responsibilities

1. Manage planned and reactive maintenance to meet KPI and SLA targets
2. Allocate engineering resources effectively to minimise disruption and travel time
3. Coordinate calls, queries and outsourced tasks, selecting suitable contractors
4. Raise purchase orders and track jobs from start to completion
5. Monitor engineers’ work, costs and correct use of skills and locations
6. Provide cover for shortages and emergency solutions to protect safety and security
7. Manage sample results and arrange remedial works, including out-of-hours access

Professional and Personal Competencies/Qualifications

• Previous helpdesk, customer service or scheduling experience essential
• Proactive, customer-focused and able to adapt quickly to change
• Strong team player with excellent communication and influencing skills
• Proficient IT skills, including MS Word, Excel; scheduling tool experience a plus
• Skilled in objection handling with a professional, firm approach
• Well organised, able to multitask, prioritise and work to deadlines
• Calm under pressure with excellent attention to detail and accuracy

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.

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.

Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.