Service Coordinator
Contract: Key Account Network
Location: Stoke, ST1 5PZ
Hours of work: 40
Contract Type: Permanent
We are seeking a Service Coordinator to join a busy Dispatch team within a Facilities Helpdesk, acting as the central point of contact for operational colleagues and managing the allocation and completion of jobs.
The successful candidate will take full ownership of customer requests, ensuring the most effective and timely solutions are delivered.
Job Description
We are looking for someone who understands the importance of excellent service delivery, accuracy, and customer focus, with the ability to adapt quickly in a fast-paced environment.
This role is full-time, working 40 hours per week, Monday to Friday between 8am and 5pm, and offers a competitive salary alongside 25 days holiday plus bank holidays, pension, and retail discounts.
Key Responsibilities
- Manage and coordinate Planned Preventative Maintenance (PPM) and reactive tasks to meet agreed KPI and SLA targets
- Allocate engineering resources effectively to minimise disruption and reduce travel time
- Coordinate incoming calls and queries, assigning outsourced tasks to appropriate specialist contractors
- Raise purchase orders for external partners and maintain live updates from job initiation through to completion
- Manage field engineers, monitoring time, materials, and ensuring appropriate labour allocation based on skill set and location
- Provide cover for manpower shortages, including implementing emergency solutions where health & safety or site security is at risk
- Manage sample result outcomes and coordinate any required remedial works
- Coordinate site access arrangements and organise out-of-hours resource deployment
Professional and Personal Competencies/Qualifications
- Previous experience within a helpdesk, customer service, or field scheduling support role is essential
- Demonstrates a proactive approach to customer service, with the ability to respond to changing situations
- Strong team player, willing to support colleagues and collaborate effectively
- Proficient in Microsoft Office (Word and Excel) with strong numerical reasoning; experience with dynamic scheduling tools is advantageous
- Confident communicator with the ability to influence and adapt communication styles to different audiences
- Strong objection-handling skills and the ability to manage field operatives with professionalism and firmness
- Highly organised, deadline-driven, with the ability to prioritise and manage multiple tasks
- Maintains composure under pressure and demonstrates resilience in challenging situations
- 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. #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/
Work Location: In person
