Planning & Scheduling Administrator

You will take ownership of service requests from start to finish, ensuring they are safely and accurately triaged, allocated, and progressed through suppliers, engineers, and internal teams. As the operational engine room, the Helpdesk supports activity across Hard Services, Vacant Property, ATM Support, Contractor Coordination, Purchase Orders, and Complaints, helping to ensure a seamless and responsive service experience.

Key Responsibilities

• Take ownership of incoming requests, triaging them accurately to the appropriate supplier, engineer, or internal team.
• Manage jobs from first contact through to closure, ensuring consistent updates, progress chasing, and escalation where required.
• Maintain safe and compliant processing of all service requests.
• Provide clear and timely updates to customers throughout the lifecycle of each job.
• Monitor active workflows, managing jeopardy cases and escalating risks to SLA adherence.
• Liaise with engineers, suppliers, and subcontractors to ensure clarity of instruction and expectations.
• Track supplier performance, identifying recurring issues or delays.
• Support safe access processes, ensuring RAMS, permissions, documentation, and secure site entry requirements are in place.

Professional and Personal Competencies/Qualifications

• Ability to remain composed and solution-focused whilst managing multiple urgent requests.
• Strong ownership mindset, taking responsibility for task progression and completion.
• Confidence in asking clarifying questions and ensuring accurate job logging.
• Experience in environments where accuracy, compliance, and audit trails are critical.
• Ability to adapt quickly to new processes, systems, and ways of working.
• Strong written communication skills with the ability to clearly summarise information.
• Proactive and curious approach, identifying trends, inconsistencies, or repeated issues.
• Ability to work independently and collaboratively within a wider operational team.
• Excellent time management skills with the ability to manage competing priorities.

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.