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- Tasks: Lead a dynamic team to deliver exceptional customer service and manage client contracts.
- Company: Join ISS, a top workplace and facility management company dedicated to making the world work better.
- Benefits: Enjoy a permanent role with opportunities for growth, inclusivity, and a supportive work culture.
- Why this job: Be part of a passionate team that values people and promotes a positive impact on communities.
- Qualifications: Experience in customer service, team management, and facilities management is essential.
- Other info: ISS is committed to diversity and inclusivity, welcoming applicants from all backgrounds.
The predicted salary is between 36000 - 60000 £ per year.
Client Services Team Leader
Location: Stoke on Trent, ST1 5PZ
Hours of work: 40
Contract Type: Permanent
Our client, a leading provider of facilities services in the UK, is looking for a Team Leader for their Client Services team.
The Client Services Team Leader plays a vital role in leading a Facilities Service Desk team dedicated to delivering outstanding customer service and effective job management across a diverse range of client contracts.
This fast-paced and dynamic position demands someone who can provide clear direction and leadership, ensuring that service levels and key performance indicators are consistently achieved.
Job Description
As a pivotal member of the team, the Client Services Team Leader actively contributes to the seamless delivery of services across shifts and contracts, fostering collaboration and driving performance to meet deadlines.
Success in this role relies on a strong individual with proven experience in managing service desks, demonstrating a track record of delivering exceptional customer service results.
The role also requires expertise in delivering induction and technical training, alongside the ability to manage team rostering efficiently.
Deep knowledge of the facilities management sector is essential to meet the demands and expectations of this challenging and rewarding position.
Key Responsibilities
- Achieve contractual and business KPIs and targets
- Provide induction and technical training; monitor and review team performance
- Manage client relationships and attend progress meetings, deputising as needed
- Take ownership of Health & Safety, ensuring compliance and promoting safe practices
- Ensure tasks follow specifications and schedules with the effective use of equipment and materials
- Address and escalate service failures or customer complaints promptly
- Manage staff rostering to meet SLA requirements and correct working hours
Professional and Personal Competencies/Qualifications
- Delivered high-quality, consistent customer service, meeting KPIs and SLAs
- Ensures the safety and well-being of self, team, and colleagues
- Experienced in flexing team rostering to meet short-term workload changes
- Supervises and allocates tasks based on technical skills
- Essential CRM database knowledge; experience with Tririga, Maximo, or 360 preferred
- Skilled in target-driven, high-pressure customer service environments
- Customer-focused with a positive “can-do” attitude
- Excellent communication skills, fostering positive relationships with customers and colleagues
- People-oriented, promoting team collaboration and support
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
Contact Center Team Lead employer: ISS Facility Services UK
Contact Detail:
ISS Facility Services UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Center Team Lead
✨Tip Number 1
Familiarise yourself with the facilities management sector. Understanding the key players, trends, and challenges in this industry will help you speak confidently about your experience and how it relates to the role.
✨Tip Number 2
Highlight your leadership skills during any discussions or interviews. Be prepared to share specific examples of how you've successfully managed teams, resolved conflicts, and driven performance in high-pressure environments.
✨Tip Number 3
Demonstrate your customer service expertise by preparing anecdotes that showcase your ability to handle complaints and exceed client expectations. This will illustrate your commitment to delivering outstanding service.
✨Tip Number 4
Network with current or former employees of ISS or similar companies. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial during your application process.
We think you need these skills to ace Contact Center Team Lead
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Contact Center Team Lead position. Understand the key responsibilities and required competencies, as this will help you tailor your application.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience in managing service desks and delivering exceptional customer service. Use specific examples that demonstrate your ability to meet KPIs and manage team performance effectively.
Showcase Leadership Skills: Since the role requires strong leadership, be sure to highlight any previous experience leading teams, providing training, or managing client relationships. This will show that you have the necessary skills to excel in this position.
Tailor Your Application: Customise your CV and cover letter to reflect the values and mission of ISS. Mention your commitment to inclusivity and diversity, as well as your understanding of the facilities management sector, to align with the company's ethos.
How to prepare for a job interview at ISS Facility Services UK
✨Showcase Your Leadership Skills
As a Team Leader, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've successfully led teams in the past, focusing on how you motivated team members and achieved KPIs.
✨Understand the Facilities Management Sector
Familiarise yourself with the facilities management industry, especially the specific challenges and trends. This knowledge will help you speak confidently about how you can contribute to the company's success.
✨Prepare for Customer Service Scenarios
Expect questions related to customer service situations. Think of instances where you resolved complaints or improved service delivery, and be ready to discuss your approach and the outcomes.
✨Demonstrate Your Training Experience
Since the role involves delivering induction and technical training, be prepared to discuss your experience in this area. Highlight any training programmes you've developed or delivered, and the impact they had on team performance.