Sub Dispatch Coordinator

ISS; Stafford; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in facility management is seeking a Sub-Dispatch Coordinator to support their Service Desk team. The role involves coordinating technicians, maintaining schedules, and ensuring excellent customer service. Ideal candidates will demonstrate strong teamwork, problem-solving abilities, and proficiency in scheduling tools. ISS offers a dynamic work environment focused on people and inclusivity.

Qualifications

• Previous experience in helpdesk or customer service roles.
• Proficient in scheduling and resource planning.
• Strong communication and problem-solving skills.

Responsibilities

• Coordinate calls and allocate resources within contract SLAs.
• Manage external partnerships and track progress.
• Ensure timely completion of jobs and respond to emergencies.

Skills

Customer Focus

Problem Solving

Communication

Teamwork

Organisational Skills

Education

Helpdesk or Customer Service Experience

Tools

MS Word

MS Excel

Job description

As a Sub-Dispatch Coordinator, you will play a crucial role within our Service Desk team, acting as the central point of contact for customers and operational colleagues.

Your responsibilities will include raising, allocating, and ensuring the timely completion of jobs, providing full ownership of each customer request. You will be expected to find the best solutions quickly, ensuring accuracy and delivering excellent service.

We are looking for someone who values customer focus, accuracy, and service excellence. Your role will involve proactive communication and efficient problem-solving to meet customer needs and ensure smooth operations.

This role requires an individual who aligns with our core values and behaviors and is passionate about delivering the best possible service experience.

Key Responsibilities

• Maintain resource planning technology and schedule in-house engineers within contract SLAs
• Coordinate calls and queries, assigning outsourced tasks to the appropriate contractor
• Raise purchase orders for external delivery partners and track progress from start to completion
• Manage field engineers, monitoring time, material costs, and skill set/location requirements
• Address manpower shortages and provide emergency solutions for health & safety or site security risks

Professional and Personal Competencies/Qualifications

• Previous helpdesk, customer service, or field operative scheduling support experience
• Proactive approach to customer service, adapting to field changes
• Strong team player, cooperative, and willing to assist others
• Proficient in MS Word, MS Excel, with numerical reasoning and experience in dynamic scheduling tools
• Engaging communicator with influencing skills, adaptable to different audiences
• Strong in objection handling and maintaining professionalism with field operatives
• Well-organised, deadline-oriented, with multitasking and prioritisation skills

The Company

ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. We understand every aspect of the user experience through our daily interactions with customers.

Our unique combination of intelligent solutions, high standards, and caring people helps our customers achieve their purpose—whether it’s hospitals healing patients, businesses producing innovations, or airports bringing passengers home to their families. ISS is committed to doing business responsibly, emphasizing corporate responsibility. Our passion is people.

We offer a challenging and exciting career in an organization focused on people. At ISS, everyone has the opportunity to develop, grow, and make a difference.

ISS is proud to be a diverse and inclusive employer, welcoming applicants regardless of age, disability, gender identity, marital status, pregnancy, race, religion, sexual orientation, or educational background. Our commitment to inclusivity makes ISS a more creative, productive, and happy workplace.