At a Glance
- Tasks: Lead a dynamic team to deliver top-notch customer service and manage operations.
- Company: Join ISS, a global leader in workplace and facility management.
- Benefits: Exciting career growth, inclusive culture, and commitment to your development.
- Other info: Be part of a diverse team that values inclusivity and creativity.
- Why this job: Make a real impact while supporting diverse clients across the UK.
- Qualifications: Experience in customer service and team leadership is essential.
The predicted salary is between 42300 - 51700 £ per year.
Role Overview
We are seeking a Client Services Team Leader to lead a Facilities Service Desk team responsible for customer service and job delivery management, supporting customers, contracts and services across a diverse UK client portfolio.
This is an opportunity to join a fast-paced environment where service excellence, customer satisfaction and operational performance are key priorities., Lead and support a Facilities Service Desk team to deliver excellent customer service and operational performance.
Key Responsibilities
- Achieve contractual and business KPIs, targets and service level commitments.
- Provide induction and technical training for team members and identify further development needs.
- Monitor staff performance and support continuous improvement across the team.
- Manage customer relationships, resolve service issues and handle escalations where required.
- Support workforce planning and rostering to ensure SLA adherence and effective resource allocation.
- Ensure all work is completed in line with agreed processes, procedures and task schedules.
- Promote safe working practices and ensure compliance with Health & Safety requirements.
We are seeking a customer-focused leader with service desk experience, a track record of delivering against KPIs and SLAs, and the ability to develop, support and motivate a team.
The successful candidate will contribute to achieving service levels, performance standards and operational deadlines while ensuring a high-quality customer experience.
Requirements
- Experience delivering high-quality customer service within a service desk or customer service environment.
- Experience working against KPIs and SLAs.
- Previous experience supervising, coordinating or leading a team.
- CRM database knowledge, with knowledge of Tririga, Maximo or 360 considered desirable.
- Strong communication and stakeholder management skills.
- Excellent organisational skills with the ability to prioritise competing demands.
- A proactive, solutions-focused approach and the ability to remain effective under pressure.
- A strong commitment to quality, service delivery and team development.
About 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.
#J-18808-Ljbffr
Client Services Team Leader employer: ISS
At ISS, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. Our commitment to sustainability not only drives our business but also provides employees with meaningful opportunities to contribute to impactful net zero initiatives. With a focus on professional growth and a supportive environment, particularly in the vibrant South East England region, we empower our team members to thrive while making a difference in the corporate banking sector.
StudySmarter Expert Advice🤫
We think this is how you could land Client Services Team Leader
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ISS. 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 ISS 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 Client Services Team Leader
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 ISS:Your cover letter is your chance to shine! Tell us why you want to work at ISS 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 ISS!
How to prepare for a job interview at ISS
✨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.
