Contract: Professional Services, Production & Technology
Location: Stoke, ST1 5PZ
Hours of work: 40
Contract Type: Permanent
We are seeking a Facilities Response Administrator to join the Power & Environment Alarm Management Team.
The successful candidate will be responsible for monitoring client alarm systems across the client estate, helping to maintain required uptime targets and minimise service impact.
Job Description
We are looking for a proactive individual who can manage reported faults, coordinate reactive work orders, and ensure clients are kept informed of potential service-affecting issues.
Working closely with mobile engineers, you will use the systems and tools provided to reduce risks to the client's technical network and support service delivery.
Key Responsibilities
Act as the first point of contact for client calls and emails, logging and processing requests accurately.
Monitor client alarm systems and manage reported faults.
Jeopardy manage faults to help prevent service impact and support uptime targets.
Manage, update and escalate reactive work orders as required.
Keep clients informed of potential service-affecting issues and progress updates.
Allocate and coordinate engineers for jobs.
Liaise with engineers, providing instructions and operational updates.
Ensure all jobs are processed within SLA requirements and priority response times.
Ensure compliance with company processes, procedures and client contract requirements.
Professional and Personal Competencies/Qualifications
Previous experience in a customer service, contact centre or administrative role.
Call handling experience.
Proficient in Microsoft Office programmes.
Excellent communication skills.
Evidence of working within a team, supporting colleagues and contributing towards organisational goals.
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/
