Service Co-Ordinator

ISS; West Midlands; On-site; GBP 20,000 - 30,000; Full time

Job summary

A leading facility management company is seeking a candidate to manage client enquiries and issue resolution in a fast-paced service environment. You will be responsible for processing requests, monitoring shared mailboxes, and providing administrative support to the service delivery team. Ideal applicants should have strong customer service experience, excellent communication skills, and advanced IT literacy. The company offers a diverse and inclusive workplace, fostering growth and development for all employees.

Qualifications

• Previous experience in a customer service or administrative role.
• Strong IT literacy with Microsoft Excel and Word.
• Confident and professional call handling skills.

Responsibilities

• Receive, log, and process client and helpdesk requests.
• Translate client issues into actions for FM/engineering.
• Manage work orders via CAFM systems.
• Liaise with subcontractors to schedule attendance.
• Provide administrative support to the service delivery team.

Skills

Customer service experience

Call handling skills

IT literacy (Excel, Word)

Communication skills

Attention to detail

Planning and organising

Team player

Flexibility

Solutions-focused attitude

Tools

CAFM systems (e.g., Maximo)

Job description

Job Description

You will manage incoming enquiries, monitor shared mailboxes, allocate job requests to engineers or subcontractors, and maintain accurate records across all relevant systems.

Building effective relationships with clients and internal service teams is key, alongside ensuring timely escalation of issues and delivering a professional dispatch service at all times.

Key Responsibilities

• Receive, log, and process client 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.
• Provide administrative support to the wider service delivery team.
• Escalate issues or delays to management as needed.
• Deliver a professional and articulate subcontractor 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.

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.