At a Glance
- Tasks: Lead a dynamic service team, ensuring smooth operations and effective incident management.
- Company: Join a forward-thinking company committed to inclusivity and support for all employees.
- Benefits: Enjoy competitive pay, flexible shifts, and opportunities for personal growth.
- Other info: Be part of a supportive culture that values diversity and career development.
- Why this job: Make a real difference by leading a team in a fast-paced environment.
- Qualifications: Experience in team leadership and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
Contract: Professional Services, Production & Technology
Location: Stoke, ST1 5PZ
Hours of work: 38.5 (4 on / 4 off, days only, 12-hour shifts from 07:00 - 19:00)
Contract Type: Permanent
We are seeking a Service Team Leader to operate in a hands‑on, working capacity, combining day‑to‑day service coordination with people leadership. This role sits at the centre of alarm monitoring, incident management, and reactive service delivery, ensuring faults are managed effectively to protect uptime and service continuity across the technical estate.
We are looking for someone who can lead by example while maintaining operational standards and process adherence in a fast‑paced, SLA‑driven environment. The role requires strong organisation, clear communication, and the confidence to coordinate engineers, manage client expectations, and ensure work is progressed from initial alert through to closure.
Key Responsibilities- Monitor client alarm systems (including SCADA, BMS and EkkoSense) and jeopardy manage faults to protect service uptime.
- Take end‑to‑end ownership of reactive work orders on a 24/7/365 basis.
- Raise, allocate, track and close work orders within CAFM systems in line with SLAs and priorities.
- Act as the central point of contact for Power & Environment alarms and service requests, prioritising by risk and impact.
- Coordinate and allocate work to engineers, providing clear instructions and escalating issues as required.
- Communicate effectively with clients on progress, delays and issues, managing complaints where necessary.
- Maintain accurate records, data quality and day‑to‑day administration, including reporting and documentation.
- Lead the day‑to‑day operation of the team, managing rotas and leave, and ensuring processes and standards are followed consistently.
- Proven Team Leader experience, ideally within call centre or administrative environments.
- Strong people management skills with the ability to enforce process adherence.
- Confident in understanding processes, identifying gaps, and taking corrective action.
- Excellent written and verbal communication and customer service skills.
- Highly organised, with the ability to prioritise, multitask, and manage competing workloads.
- Comfortable working across multiple systems with strong Microsoft Office 365 skills (Excel, Word, PowerPoint).
Service Team Leader in Stoke-on-Trent employer: ISS Facilities Services
At ISS, we pride ourselves on being an excellent employer, offering a supportive work culture that values diversity and inclusion. Our Service Team Leader role in Stoke provides not only competitive benefits and a permanent contract but also ample opportunities for professional growth within a dynamic team environment. With a commitment to employee development and a focus on maintaining high operational standards, we ensure that our staff are equipped to thrive in their roles while making a meaningful impact in service delivery.
StudySmarter Expert Advice🤫
We think this is how you could land Service Team Leader in Stoke-on-Trent
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Service Team Leader, you'll need to coordinate with engineers and clients. Role-play common scenarios with a friend to boost your confidence and refine your responses.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining our team and ready to take on the challenge of leading a service team.
We think you need these skills to ace Service Team Leader in Stoke-on-Trent
Some tips for your application 🫡
Show Your Leadership Skills:As a Service Team Leader, we want to see your leadership style shine through in your application. Share examples of how you've led teams in the past, especially in fast-paced environments. This will help us understand how you can lead by example and maintain operational standards.
Be Clear and Concise:When writing your application, keep it clear and to the point. We appreciate strong communication skills, so make sure your writing reflects that. Avoid jargon and focus on conveying your experience and skills in a straightforward manner.
Highlight Your Organisational Skills:Since this role involves multitasking and managing competing workloads, it's crucial to showcase your organisational abilities. Include specific examples of how you've prioritised tasks and managed time effectively in previous roles.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of being noticed. It’s the easiest way for us to track your application and ensure it gets to the right people. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at ISS Facilities Services
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Service Team Leader. Familiarise yourself with alarm monitoring systems like SCADA and BMS, and be ready to discuss how you would manage incidents and ensure service continuity.
✨Showcase Your Leadership Skills
Be prepared to share specific examples of how you've led teams in the past. Highlight your ability to enforce process adherence and manage client expectations, as these are crucial for this role. Think of situations where you successfully coordinated work and resolved issues.
✨Communicate Clearly and Confidently
Effective communication is key in this position. Practice articulating your thoughts clearly, especially when discussing how you would handle client communications and manage complaints. Demonstrating strong verbal and written skills will set you apart.
✨Demonstrate Your Organisational Skills
Since the role requires juggling multiple tasks, come prepared to discuss how you prioritise and manage workloads. Share examples of how you've maintained accurate records and documentation in previous roles, showcasing your attention to detail and organisational prowess.
