Service Coordinator

ISS Facilities Services; Stoke-on-Trent; On-site; GBP 21,000 - 29,000; Full time

Job summary

ISS Facilities Services is seeking a proactive Service Co-ordinator to join the Helpdesk team in Stoke-on-Trent. You will log, monitor and progress customer calls, translate requests into suitable facilities solutions, and coordinate service delivery with operations to ensure timely resolution.

The ideal candidate has prior customer service or admin experience, excellent communication skills, and the ability to manage multiple requests in a fast-paced environment.

Qualifications

• Previous experience in customer service, helpdesk, contact centre, or administrative role.
• Experience handling calls and responding to customer enquiries.
• Excellent verbal and written communication skills.
• Ability to prioritise workloads and manage multiple requests effectively.
• Proficiency in Microsoft Office applications.
• Ability to work collaboratively within a team environment.
• Good problem-solving skills and a customer-focused approach.
• Ability to analyse information and make informed decisions.

Responsibilities

• Act as the first point of contact for customer enquiries, service requests, and support queries.
• Log, monitor, and manage customer calls and emails accurately and efficiently.
• Translate customer requests into appropriate facilities management or engineering solutions.
• Coordinate and track service requests through to completion.
• Maintain and update internal systems and databases to ensure data accuracy.
• Build positive relationships with customers, operational teams, and stakeholders.
• Provide professional and responsive customer service at all times.
• Identify and elevate issues when appropriate to ensure timely resolution.
• Ensure all activities are completed in line with company procedures, service standards, and contractual requirements.
• Assist with reporting, record-keeping, and general administration tasks.

Skills

Customer service

Helpdesk

Communication skills

Multitasking

Team collaboration

Problem solving

Information analysis

Tools

Microsoft Office

Job description

Contract Type: Fixed Term Contract - 1 year

We are looking for a proactive and customer-focused Service Co-ordinator to join our Helpdesk team.

This is an excellent opportunity for an organised individual who enjoys problem-solving, working with customers, and coordinating service delivery in a fast-paced environment.

Job Description

As a Service Co-ordinator, you will be responsible for managing and logging customer calls, emails, and service requests, ensuring they are accurately recorded and progressed through to resolution.

You will work collaboratively with operational teams to coordinate service delivery, maintain accurate system records, and provide administrative support across the account.

Key Responsibilities

• Act as the first point of contact for customer enquiries, service requests, and support queries.
• Log, monitor, and manage customer calls and emails accurately and efficiently.
• Translate customer requests into appropriate facilities management or engineering solutions.
• Coordinate and track service requests through to completion.
• Maintain and update internal systems and databases to ensure data accuracy.
• Build positive relationships with customers, operational teams, and stakeholders.
• Provide professional and responsive customer service at all times.
• Identify and elevate issues when appropriate to ensure timely resolution.
• Ensure all activities are completed in line with company procedures, service standards, and contractual requirements.
• Assist with reporting, record-keeping, and general administration tasks.

Professional and Personal Competencies/Qualifications

• Previous experience in a customer service, helpdesk, contact centre, or administrative role.
• Experience handling calls and responding to customer enquiries.
• Excellent verbal and written communication skills.
• Ability to prioritise workloads and manage multiple requests effectively.
• Proficiency in Microsoft Office applications.
• Ability to work collaboratively within a team environment.
• Good problem-solving skills and a customer-focused approach.
• Ability to analyse information and make informed decisions.

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

We welcome 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]

Service Coordinator

Company: ISS Facilities Services

Hours: Full-time

Location: Stoke, ST1 5PZ

Working pattern: On-site

Job type: Contract

Posting date: 20 Oct 2026

Closing date: 19 Nov 2026

Summary

Service Coordinator

Contract: Key Account Network

Location: Stoke, ST1 5PZ

Hours of work: 40

Contract Type: Fixed Term Contract - 1 year

Essential requirements

• Previous experience in a customer service, helpdesk, contact centre, or administrative role.
• Experience handling calls and responding to customer enquiries.
• Excellent verbal and written communication skills.
• Ability to prioritise workloads and manage multiple requests effectively.
• Proficiency in Microsoft Office applications.
• Ability to work collaboratively within a team environment.
• Good problem-solving skills and a customer-focused approach.
• Ability to analyse information and make informed decisions.

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.