At a Glance
- Tasks: Lead a dynamic team to deliver top-notch customer service during night shifts.
- 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 while working in a fast-paced, high-pressure setting.
- Qualifications: Experience in customer service and team leadership is essential.
The predicted salary is between 30000 - 40000 £ per year.
We are looking for an experienced service desk leader who can set clear direction, maintain performance against KPIs, and work collaboratively within the wider service delivery function. Operating on a 4-on, 4-off night shift pattern (21:00 - 08:00), this role requires someone who thrives in a fast-paced, high-pressure environment and can ensure seamless service across shifts and contracts.
Key Responsibilities
- Lead and manage the Out-of-Hours Facilities Service Desk team to deliver high quality customer service
- Achieve contractual and business KPIs and service targets
- Ensure procedures are followed to identify the best course of action for customers and the business
- Provide induction and technical training for team members, liaising with the Service Delivery Manager on additional training needs
- Monitor, review, and manage staff performance on an ongoing basis
- Escalate and advise the Service Delivery Manager of potential disciplinary issues as they arise
- Manage client relationships and expectations, attending progress meetings as required
- Deputise for the Service Delivery Manager when necessary to ensure continuity of service
Professional and Personal Competencies/Qualifications
- Proven delivery of high quality, consistent customer service standards
- Experience of working to customer and business KPIs and SLAs
- Demonstrated commitment to the safety and wellbeing of self, team, and colleagues
- Ability to monitor short-term workload variations and flex team rostering to meet demand
- Experience supervising others and allocating tasks based on technical specialisms
- Essential CRM database knowledge; Tririga, Maximo, or 360 experience is desirable
- Experience working in a target-driven or high-pressure customer service environment
- Essential experience within a Facilities Management (FM) service desk 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, we 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, 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.
Out of Hours 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 Out of Hours Team Leader role offers a dynamic work environment with a strong focus on employee growth, inclusivity, and a commitment to corporate responsibility. With a diverse and supportive culture, we provide ample opportunities for professional development while ensuring our team members thrive in a fast-paced setting, making a meaningful impact every day.
StudySmarter Expert Advice🤫
We think this is how you could land Out of Hours Team Leader in Stafford
✨Tip Number 1
Network like a pro! Reach out to your connections in the facilities management sector and let them know you're on the lookout for opportunities. You never know who might have the inside scoop on a job opening or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research common questions for service desk leaders and practice your responses. Highlight your experience with KPIs and customer service, and be ready to share examples of how you've led teams in high-pressure situations.
✨Tip Number 3
Showcase your skills! Create a portfolio or a presentation that outlines your achievements in previous roles, especially around managing teams and meeting targets. This will help you stand out and demonstrate your capability to lead the Out of Hours Team.
✨Tip Number 4
Don't forget to apply through our website! It's the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining ISS and being part of something bigger in the facilities management world.
We think you need these skills to ace Out of Hours Team Leader in Stafford
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in service desk leadership and customer service. We want to see how your skills align with our needs, so don’t hold back on showcasing your achievements!
Showcase Your KPIs Experience:Since we’re all about hitting those KPIs, be sure to mention any relevant metrics you've achieved in previous roles. This will help us understand how you can contribute to our goals right from the get-go.
Keep It Professional Yet Personal:While we love a professional tone, don’t forget to let your personality shine through! Share a bit about what drives you in a high-pressure environment and how you lead your team to success.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at ISS
✨Know Your KPIs
Before the interview, make sure you understand the key performance indicators (KPIs) relevant to the Out of Hours Team Leader role. Be ready to discuss how you've successfully met or exceeded KPIs in your previous positions, and think of specific examples that demonstrate your ability to maintain high standards in a fast-paced environment.
✨Showcase Your Leadership Skills
This role requires strong leadership abilities, so prepare to talk about your experience managing teams. Think of instances where you’ve led a team through challenges, provided training, or improved performance. Highlight your approach to motivating staff and ensuring seamless service delivery across shifts.
✨Understand the Company Culture
Familiarise yourself with ISS's commitment to inclusivity and diversity. During the interview, express how your values align with theirs. Share any experiences that showcase your dedication to creating a supportive work environment, as this will resonate well with their ethos.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills under pressure. Practice responding to hypothetical situations related to customer service and team management. This will help you demonstrate your ability to think on your feet and make sound decisions in a high-pressure setting.
