Sub-Dispatch Service Coordinator

ISS Facilities Services; Coleshill Heath; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading facilities management company in the UK seeks a Sub-Dispatch Service Coordinator responsible for handling client requests and ensuring seamless service delivery. This role requires strong organizational skills, excellent communication abilities, and experience in customer service. The position offers hybrid working arrangements and requires proficiency in CAFM systems. Applicants should be prepared for a fast-paced environment and possess strong IT skills, particularly in Microsoft Excel and Word. Join a diverse team committed to delivering high-quality service.

Benefits

Excellent transport links

Onsite canteen

Parking available

Qualifications

• Experience in customer service or administrative role required.
• Calm and professional approach to call handling.
• Ability to work in a fast-paced service led environment.

Responsibilities

• Log and process client requests per contractual requirements.
• Translate client issues into FM actions.
• Manage work orders via CAFM systems.

Skills

Customer service experience

IT literacy (Excel, Word)

Confident call handling

Excellent communication skills

Attention to detail

Team player attitude

Tools

CAFM systems (e.g., Maximo)

Job description

Sub-Dispatch Service Coordinator

Contract: Key Account Network

Location: Birmingham, B37 7YN

Hours of work: 40

Contract Type: Permanent

We are seeking a highly organised and customer-focused Sub-Dispatch Service Coordinator to act as the first point of contact for client requests.

In this role, you will ensure all calls and enquiries are logged, processed, and accurately translated into engineering or FM solutions, delivering a seamless service experience.

Job Description

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

Building strong relationships with clients and internal service teams is key, alongside ensuring clear communication and timely escalation when required.

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.
• Maintain accurate records and documentation.
• Provide administrative support to the wider service delivery team.
• Escalate issues or delays to management as needed.
• Deliver a professional and articulate sub-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.

Additional Information

• Working Hours: Monday to Friday, shifts between 7:00am and 7:00pm.
• Rotating Shift Pattern: Examples include 7:00am–3:00pm, 8:00am–4:00pm, 9:00am–5:00pm.
• Hybrid Role: Once training is completed, 2-3 days working from home.

Location Benefits

• Excellent transport links - 5-minute bus ride (X12) to the office from Birmingham International.
• Parking available on-site.
• Onsite canteen.

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. #ISSGreatPeople #ISSTalent #PeopleMakePlace

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.

If you have any further queries regarding this role, please contact the Resourcing Team by emailing [e-mail]