At a Glance
- Tasks: Ensure top-notch customer service while managing calls and emails in a fast-paced environment.
- Company: Join ISS, a leading workplace management company that values people and innovation.
- Benefits: Exciting career growth, inclusive culture, and the chance to make a real difference.
- Other info: Diverse and inclusive workplace with opportunities for personal and professional development.
- Why this job: Be part of a team that prioritises customer satisfaction and operational excellence.
- Qualifications: Experience in customer service and strong organisational skills are essential.
The predicted salary is between 25000 - 30000 £ per year.
We are looking for someone who will help ensure Service Level Agreements (SLAs) are consistently met, operational risks are reduced, and customer satisfaction is maximised. Through accurate record-keeping, clear communication and strong working relationships, the role contributes positively to team efficiency and the overall reputation of ISS’s service delivery function.
Key Responsibilities
- Deliver a high level of customer service while managing high-volume telephone calls and emails.
- Respond to customer and colleague queries confidently, taking ownership to ensure effective and timely resolution in line with agreed processes.
- Follow procedures and identify the most appropriate course of action for both the customer and the business.
- Respond to requests within defined timescales to meet Service Level Agreements and job priorities.
- Handle telephone and email communications professionally, maintaining positive stakeholder relationships.
- Escalate issues appropriately, keeping the team leader informed of concerns or potential risks.
- Coordinate administrative activities including diaries, meetings, appointments and calendars.
- Maintain accurate records, prepare correspondence and support reporting, data entry and filing systems.
Professional and Personal Competencies/Qualifications
- Previous experience on a service desk or within a high-volume, phone-based customer service environment.
- Administration or office support experience with strong organisational skills.
- Confident user of Microsoft Office, including Excel, with basic numerical reasoning skills.
- Excellent communication skills with the ability to adapt to different people and situations.
- Strong attention to detail and commitment to accuracy.
- Ability to prioritise multiple tasks, meet deadlines and manage workload effectively.
- Calm, professional and resilient approach in busy or challenging situations.
- Demonstrates empathy and a strong commitment to delivering high-quality, customer-focused service.
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.
Service Co-ordinator - Change employer: ISS
At ISS, we pride ourselves on being a world-leading workplace and facility management company that values its people. Our inclusive work culture fosters personal and professional growth, offering employees the chance to develop their skills while contributing to meaningful service delivery. With a commitment to corporate responsibility and a supportive environment for all, including veterans and individuals with disabilities, ISS is an excellent employer for those seeking a rewarding career in a dynamic setting.
StudySmarter Expert Advice🤫
We think this is how you could land Service Co-ordinator - Change
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on ISS. Understand their values and how they connect with people and places. This will help you tailor your answers and show that you're genuinely interested in being part of something bigger.
✨Tip Number 2
Practice makes perfect! Think about common interview questions related to customer service and prepare your responses. Use examples from your past experiences to demonstrate your skills in handling high-volume calls and resolving issues effectively.
✨Tip Number 3
Show off your communication skills! During the interview, be clear and confident in your responses. Remember, this role is all about maintaining positive relationships, so let your personality shine through while keeping it professional.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you fresh in their minds.
We think you need these skills to ace Service Co-ordinator - Change
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Service Co-ordinator role. Highlight your experience in customer service and administration, and show how you can help us meet those SLAs and keep our customers happy.
Show Off Your Communication Skills:Since this role involves a lot of communication, be sure 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 resolved a customer query in the past.
Highlight Your Organisational Skills:We love a candidate who can juggle multiple tasks! In your application, mention any experience you have with managing diaries, meetings, or other administrative activities. This will show us that you can handle the busy nature of the role.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at ISS!
How to prepare for a job interview at ISS
✨Know Your SLAs
Familiarise yourself with Service Level Agreements (SLAs) relevant to the role. Understand how they impact customer satisfaction and operational efficiency. This knowledge will help you demonstrate your commitment to meeting these standards during the interview.
✨Showcase Your Communication Skills
Prepare examples of how you've effectively handled customer queries in previous roles. Highlight your ability to adapt your communication style to different situations and stakeholders, as this is crucial for a Service Co-ordinator.
✨Demonstrate Organisational Skills
Be ready to discuss how you manage multiple tasks and prioritise effectively. Share specific strategies or tools you use to stay organised, especially in high-pressure environments, as this will show your capability to handle the demands of the role.
✨Emphasise Team Collaboration
Talk about your experience working within a team and how you maintain positive relationships with colleagues. Mention any instances where you've escalated issues appropriately, as this reflects your understanding of teamwork and communication in a service-oriented environment.
