Service Coordinator - Stoke-on-Trent, United Kingdom - ISS Facility Services

ISS Facility Services

Verified Company

Stoke-on-Trent, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Service Coordinator

Hours of work: 40

Contract Type:
Permanent

As a valued member of our Service Desk team, you'll play a crucial role in our Facilities Helpdesk operations, serving as the central point of contact for both customers and operational colleagues.

Your primary responsibility will be to take ownership of each customer request, efficiently allocating and overseeing its completion.

With a keen understanding of excellent service delivery, accuracy, and customer focus, you'll swiftly identify and implement optimal solutions to meet our customers' needs.

This full-time role entails working 40 hours per week, Monday to Friday, within the hours of 8am to 5pm.

In return for your dedication and expertise, we offer a competitive salary package, including 25 days of holidays plus all bank holidays, along with a comprehensive pension plan.

Key Responsibilities

Ensure that all customer contacts are dealt with in a confident manner, in line with agreed processes, taking ownership to ensure effective resolution
Following procedures to identify the best course of action for the customer and company
Respond to customer requests within specific timescales to meet Service Level Agreements and job priorities
Deal with telephone queries promptly and in a professional manner
Advise your Team Leader of any issues with specific jobs, clients or engineers
Accurately record all actions taken on the systems to ensure a full audit trail
Monitor job completion and chase resolution to ensure service levels are met
Record information accurately in the FM Helpdesk system and any other systems required
Correctly allocate jobs to inhouse staff or subcontractor teams
Liaise with customers, operational staff and management to resolve queries and issues, maintaining contact with customers to update job progress

Professional and Personal Competencies/Qualifications

Previous Service Desk/Customer Service support experience
Demonstrate a proactive approach to delivering excellent customer service
Strong team player cooperative and willing to assist others
Proficient IT skills including MS Word, MS Excel and comfortable with numerical reasoning
Engaging communicator demonstrating influencing skills and an ability to adapt approaches to differing audiences
Well organised, deadline oriented with the ability to multitask, prioritise and manage competing demands
Maintains effective work behaviour in the face of setbacks or pressure remains calm and in control of themselves
Excellent attention to detail and accuracy

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. #ISSGreatPeople #ISSTalent #PeopleMakePlace

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

Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.

Job Types:
Full-time, Permanent

Benefits: