At a Glance
- Tasks: Coordinate and manage client incidents to ensure top-notch service delivery.
- Company: Join ISS, a leading workplace and facility management company with a people-first approach.
- Benefits: Enjoy a supportive work environment with opportunities for growth and development.
- Other info: Be part of a diverse team committed to inclusivity and making an impact.
- Why this job: Make a real difference by helping clients and enhancing their experiences every day.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
This role plays a key part in maintaining service excellence, supporting the delivery team, and ensuring contractual processes are met through effective coordination, communication, and incident management from receipt through to resolution.
Key Responsibilities
- Receive, log, and process client and helpdesk incident requests in line with contractual requirements.
- Accurately translate client issues into FM or engineering actions and allocate to the appropriate resource.
- Monitor shared mailboxes and respond to requests within agreed timeframes.
- Manage work orders through CAFM systems, including Maximo.
- Liaise with subcontractors to schedule attendance and coordinate works.
- Maintain accurate records and supporting documentation across all systems.
- Provide administrative support to the wider service delivery team.
- Escalate issues, delays, or risks to management where required.
Professional and Personal Competencies/Qualifications
- Previous experience in a customer service, helpdesk, or administrative role.
- Confident call-handling skills with a calm, professional approach.
- Strong IT literacy, particularly Microsoft Excel and Word.
- Excellent communication and relationship-building skills.
- High attention to detail with strong planning and organisational ability.
- A collaborative team player with a flexible, solutions-focused attitude.
- Comfortable working in a fast-paced, service-led environment.
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.
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.
Critical Incidents Co-Ordinator employer: ISS
At ISS, we pride ourselves on being a world-leading workplace and facility management company that values its people above all. Our inclusive work culture fosters personal and professional growth, offering employees the chance to develop their skills in a supportive environment while contributing to meaningful projects that make a difference. With a commitment to corporate responsibility and a focus on diversity, we ensure that every team member feels valued and empowered to be part of something bigger.
StudySmarter Expert Advice🤫
We think this is how you could land Critical Incidents Co-Ordinator
✨Tip Number 1
Network like a pro! Reach out to people in your industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Practice your interview skills! Mock interviews with friends or family can help you feel more confident. Focus on articulating how your experience aligns with the role of Critical Incidents Co-Ordinator.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can leave a lasting impression. It shows your enthusiasm for the role and keeps you fresh in their minds.
✨Tip Number 4
Apply through our website! We love seeing applications directly from candidates who are excited about joining ISS. It’s a great way to show your interest and commitment to being part of something bigger.
We think you need these skills to ace Critical Incidents Co-Ordinator
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Critical Incidents Co-Ordinator role. Highlight your relevant experience in customer service or administrative roles, and show how your skills align with the job description.
Showcase Your Communication Skills:Since this role involves a lot of coordination and communication, don’t forget to demonstrate your excellent communication skills in your application. Use clear and concise language, and maybe even share an example of how you've effectively managed client requests in the past.
Highlight Your IT Proficiency:Mention your strong IT literacy, especially with Microsoft Excel and Word. If you have experience with CAFM systems like Maximo, be sure to include that too! We love tech-savvy candidates who can hit the ground running.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re genuinely interested in joining our team at ISS!
How to prepare for a job interview at ISS
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the job description for the Critical Incidents Co-Ordinator role. Familiarise yourself with key responsibilities like incident management and client communication. This will help you demonstrate how your skills align with what they’re looking for.
✨Showcase Your Customer Service Skills
Since this role involves a lot of client interaction, be prepared to discuss your previous customer service experience. Think of specific examples where you handled incidents or resolved issues effectively. Highlight your calm and professional approach, as well as your ability to build relationships.
✨Get Comfortable with Tech
Brush up on your IT skills, especially in Microsoft Excel and Word, as these are crucial for the role. If you have experience with CAFM systems like Maximo, be ready to talk about it. Showing that you’re tech-savvy will give you an edge in the interview.
✨Prepare Questions to Ask
Interviews are a two-way street, so prepare thoughtful questions to ask your interviewers. Inquire about the team dynamics, the challenges they face in incident management, or how they measure success in this role. This shows your genuine interest in the position and helps you assess if it’s the right fit for you.
