Critical Incidents Co-Ordinator
Contract: Key Account Network
Location: Solihull, B37 7YN
Hours of work: 40
Contract Type: Fixed Term Contract
We are seeking a highly organised and customer-focused Incident Coordinator to join our team, acting as the first point of contact for client requests and ensuring all calls are logged, processed, and translated accurately into engineering or FM solutions.
This role plays a key part in maintaining service excellence, supporting the delivery team, and ensuring contractual processes are met.
Job Description
You will handle incoming Incidents, monitor shared mailboxes, allocate job requests to engineers or subcontractors, and keep all associated systems updated, driving incidents to conclusion.
Building effective working relationships with both the client, sub contractors, key account management and internal service teams is essential, along with ensuring clear communication and timely escalation where necessary.
Key Responsibilities
Receive, log and process client requests and helpdesk requests in line with contractual requirements.
Accurately translate client issues into FM/engineering actions and allocate to the appropriate resource.
Monitor shared mailboxes and respond to requests within agreed timeframes.
Manage work orders via CAFM systems (e.g. Maximo).
Liaise with subcontractors to schedule attendance.
Maintain accurate records and documentation.
Provide administrative support to the wider service delivery team.
Escalate issues or delays to management as needed.
Deliver a professional and articulate Sub dispatch service at all times.
Professional and Personal Competencies/Qualifications
Previous experience in a customer service, helpdesk or administrative role.
Confident call handling skills with a calm and professional approach.
Strong IT literacy, particularly Microsoft Excel and Word.
Excellent communication and relationship-building skills.
High attention to detail with strong planning and organising ability.
A team player with a flexible and solutions-focused attitude.
Comfortable working in a fast-paced service-led 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, 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/
