At a Glance
- Tasks: Lead a dynamic team to deliver top-notch client services and meet performance targets.
- Company: Join ISS, a global leader in workplace and facility management.
- Benefits: Enjoy a supportive environment with opportunities for growth and development.
- Other info: Be part of a diverse and inclusive workplace that values every individual.
- Why this job: Make a real impact by enhancing customer experiences and leading a passionate team.
- Qualifications: Experience in customer service and team supervision is essential.
We are looking for an individual who can set clear direction, ensure service levels and KPIs are consistently met, and work collaboratively to deliver the overall service. You will contribute positively towards achieving service levels, performance targets, and deadlines across shifts and contracts.
Key Responsibilities
- Achieve contractual and business KPIs and targets
- Follow procedures to identify the best course of action for both the customer and the company
- Provide induction and technical training for team members, liaising with the Service Delivery Manager on additional training needs
- Monitor, review, and manage staff performance
- Escalate potential disciplinary issues to the Service Delivery Manager as required
- Manage client relationships, attend progress meetings, and deputise for the Service Delivery Manager when needed
- Ensure effective team rostering to meet SLA adherence and workload demand
- Receive, take ownership of, and escalate service failures or customer complaints where necessary
Professional and Personal Competencies/Qualifications
- Proven experience delivering high-quality customer service performance
- Experience working against customer and business KPIs and SLAs
- Strong awareness of Health & Safety, with a commitment to safe working practices
- Ability to monitor workload fluctuations and adjust team rostering accordingly
- Experience supervising teams and allocating tasks based on skills and technical specialisms
- Experience in a target-driven or high-pressure customer service environment
- Relevant Facilities Management (FM) sector experience
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, we help our customers achieve their purpose.
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, 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.
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.
Client Services Team Leader in Stafford 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 extensive training and development opportunities while ensuring a supportive environment where every employee can thrive. With a strong commitment to corporate responsibility and a focus on achieving high service standards, working with us means being part of a team that truly makes a difference in the communities we serve.
StudySmarter Expert Advice🤫
We think this is how you could land Client Services Team Leader in Stafford
✨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 in Stafford
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.
