At a Glance
- Tasks: Lead a dynamic team delivering top-notch customer service during night shifts.
- Company: Join ISS, a global leader in workplace and facility management.
- Benefits: Enjoy competitive pay, flexible hours, and a commitment to diversity.
- Other info: Great opportunity for career growth in a supportive environment.
- Why this job: Make a real impact by ensuring operational excellence when it matters most.
- Qualifications: Experience in customer service and team leadership is essential.
The predicted salary is between 30000 - 40000 £ per year.
Location: Stoke, ST1 5PZ
Hours of work: 40 (4-on, 4-off night shift pattern 21:00 – 08:00)
Network Location: Key Account Network
We are seeking a driven and resilient Out of Hours Team Leader to lead the Out‑of‑Hours (OOH) Facilities Service Desk team, delivering high quality customer service and effective job delivery management across ISS’s UK client portfolio. This role is critical to ensuring operational excellence during night‑time service periods, supporting customers, contracts and services when it matters most.
Key Responsibilities
- Lead and manage the Out‑of‑Hours Facilities Service Desk team to deliver high quality customer service.
- Achieve contractual and business KPIs and service targets.
- Ensure procedures are followed to identify the best course of action for customers and the business.
- Provide induction and technical training for team members, liaising with the Service Delivery Manager on additional training needs.
- Monitor, review, and manage staff performance on an ongoing basis.
- Escalate and advise the Service Delivery Manager of potential disciplinary issues as they arise.
- Manage client relationships and expectations, attending progress meetings as required.
- Deputise for the Service Delivery Manager when necessary to ensure continuity of service.
Professional and Personal Competencies / Qualifications
- Proven delivery of high quality, consistent customer service standards.
- Experience working to customer and business KPIs and SLAs.
- Demonstrated commitment to the safety and wellbeing of self, team and colleagues.
- Ability to monitor short‑term workload variations and flex team rostering to meet demand.
- Experience supervising others and allocating tasks based on technical specialisms.
- Essential CRM database knowledge; Tririga, Maximo or 360 experience is desirable.
- Essential experience within a Facilities Management (FM) service desk environment.
ISS is a world‑leading workplace and facility management company, committed to doing business the right way and supporting diversity and inclusion. 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.
Out of Hours Team Leader in Stoke-on-Trent employer: Career Choices Dewis Gyrfa Ltd
At ISS, we pride ourselves on being an exceptional employer, offering a dynamic work culture that values diversity and inclusion. As an Out of Hours Team Leader in Stoke, you will benefit from a supportive environment that fosters professional growth through comprehensive training and development opportunities, all while ensuring operational excellence during critical service periods. Join us to make a meaningful impact in facilities management and enjoy the unique advantage of a flexible night shift pattern that promotes work-life balance.
Contact Details:
Career Choices Dewis Gyrfa Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Out of Hours Team Leader in Stoke-on-Trent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Career Choices Dewis Gyrfa Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Career Choices Dewis Gyrfa Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Out of Hours Team Leader in Stoke-on-Trent
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Career Choices Dewis Gyrfa Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Career Choices Dewis Gyrfa Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Career Choices Dewis Gyrfa Ltd!
How to prepare for a job interview at Career Choices Dewis Gyrfa Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
