Contract: Professional Services, Production & Technology
Location: Stoke, ST1 5PZ
Hours: 4 on / 4 off | 12-hour rotating day & night shifts | 07:00 - 19:00 / 19:00 - 07:00
Contract Type: Permanent
We are seeking a Facilities Response Administrator to support the monitoring and management of client alarm systems across a critical technical estate.
This role is responsible for overseeing reactive work orders, coordinating responses to service-affecting issues, and ensuring compliance with agreed service levels.
Job Description
We are looking for a proactive and customer-focused individual who can manage multiple priorities, maintain accurate records within the CAFM system, and liaise effectively with engineers and stakeholders to minimise risk and support operational performance.
Key Responsibilities
Monitor and track client alarm systems, including SCADA, BMS and Biosense platforms.
Manage reactive work orders in line with agreed SLAs and priority response times.
Coordinate responses to alarms and service-affecting faults, escalating issues where required.
Update the CAFM system with accurate job statuses, comments and progress updates.
Ensure clients are kept informed of job progress and any delays impacting resolution.
Provide administrative support for reporting, surveys and ad-hoc requests.
Support alarm management processes and provide accurate operational information for analysis and client reporting.
Quality check completed jobs and liaise with site-based colleagues to ensure work is closed to the required standard.
Provide accurate operational information for analysis and client reporting.
Professional and Personal Competencies/Qualifications
Strong verbal and written communication skills.
Excellent customer service and stakeholder management abilities.
Strong analytical skills with a results-oriented approach.
Ability to prioritise workload and manage multiple tasks under pressure.
Proactive, flexible and self-motivated attitude.
Ability to learn new systems quickly and adapt to changing priorities.
Strong attention to detail and administrative skills.
Experience using Maximo is preferred but not essential.
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. #Becomewhoyouwant, #Bepartofsomethingbigger,
#aplacetobeyou,
#facilitiesmanagement 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.
If you have any further queries regarding this role, please contact the Resourcing Team by emailing
[email protected]
If you are interested in learning about other opportunities at ISS, please join our Talent community by clicking on the following link: TalentPlace
To find out more about what we do - https://www.uk.issworld.com/
