Service Experience Coach

ISS Facilities Services; London; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading facilities management company in London is seeking a Service Experience Coach to ensure exceptional service delivery through effective training and coaching. The ideal candidate will have experience in customer service roles and a proven ability to enhance team performance. Join us in making a difference in workplace management with a focus on continuous improvement and inclusivity.

Qualifications

• Experience in a customer-facing or service delivery role.
• Proven track record in designing and delivering training.
• Strong coaching and mentoring experience.
• Knowledge of adult learning theory.

Responsibilities

• Deliver customer-focused service aligned with brand expectations.
• Provide engaging and relevant training.
• Conduct coaching to improve performance.
• Support leadership development.
• Embed a culture of continuous learning.

Skills

Customer-facing experience

Training delivery

Coaching and mentoring

Learning and development knowledge

Service observations

Familiarity with training management systems

Understanding of succession planning

Education

Level 3 L&D CIPD qualification (or equivalent)

Job description

Overview

Service Experience Coach

Location: London, E14 5HP

Hours of Work: 40

Contract Type: Permanent

We’re looking for a Service Experience Coach to champion service excellence and ensure the highest standards are consistently delivered. With a sharp eye for detail and a passion for coaching, you’ll evaluate and enhance service delivery through structured observations, impactful training and hands-on support.

Key Responsibilities

• Consistently deliver elevated, customer-focused service aligned with brand expectations
• Ensure all training is engaging, relevant and aligned with operational needs, supported by a fully maintained training matrix
• Provide coaching and observations that result in measurable improvements in individual and team performance
• Support leadership development through structured training, development activities and succession planning
• Embed a proactive culture of continuous learning, tracking training outcomes and using them to drive ongoing improvement
• Develop succession planning for frontline teams to strengthen resilience, reduce turnover and minimise reliance on temporary labour and overtime

Qualifications

• Experience in a customer-facing or service delivery role
• Proven track record in designing and delivering training to diverse teams
• Strong coaching and mentoring experience
• Knowledge of learning and development principles, including adult learning theory and behavioural change
• Experience conducting service observations, audits or quality assessments
• Familiarity with training management systems or learning platforms (LMS)
• Understanding of succession planning and talent development frameworks
• Level 3 L&D CIPD qualification (or equivalent) preferred

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, we 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. At 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. We welcome all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (including 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]