About this role

Service Coordinator

Contract

Key Account Network

Location

Stoke, ST1 5PZ

Hours of work

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 escalate 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.

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. #Becomewhoyouwant, #Bepartofsomethingbigger,

#aplacetobeyou,

#facilitiesmanagement

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 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 resourcing.team@uk.issworld.com