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- Tasks: Lead a dynamic team to deliver top-notch customer service and manage client contracts.
- Company: Join ISS, a global leader in workplace and facility management, 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 28800 - 43200 £ 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 trends and challenges in this industry will help you demonstrate your knowledge during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Highlight your experience in managing service desks and delivering exceptional customer service. Be prepared to share specific examples of how you've met KPIs and SLAs in previous roles, as this will resonate well with the hiring team.
✨Tip Number 3
Showcase your leadership skills by discussing how you've successfully trained and developed team members in the past. This is crucial for the Team Leader position, so be ready to explain your approach to fostering collaboration and performance.
✨Tip Number 4
Prepare to discuss your experience with CRM databases like Tririga or Maximo. If you have any relevant certifications or training, make sure to mention them, as this technical knowledge can set you apart from other candidates.
We think you need these skills to ace Contact Center Team Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and team leadership. Emphasise any previous roles where you managed a service desk or led a team, showcasing your ability to meet KPIs and SLAs.
Craft a Compelling Cover Letter: Write a cover letter that specifically addresses the key responsibilities mentioned in the job description. Discuss your experience with client relationships, training, and health & safety compliance, demonstrating how you can contribute to the team.
Showcase Relevant Skills: In your application, highlight skills that are essential for the role, such as CRM database knowledge and experience in high-pressure environments. Use specific examples to illustrate your capabilities in these areas.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is crucial for a leadership role.
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
Deep knowledge of the facilities management sector is essential for this role. Brush up on current trends and challenges in the industry, and be ready to discuss how you can contribute to overcoming them.
✨Prepare for Customer Service Scenarios
Since the role involves delivering exceptional customer service, think of specific situations where you've handled customer complaints or service failures effectively. Be prepared to share these experiences during the interview.
✨Demonstrate Your Training Experience
The position requires delivering induction and technical training. Highlight any relevant experience you have in training others, and be ready to discuss your approach to monitoring and reviewing team performance.