Service Coordinator (Helpdesk)
Contract: Key Account Network
Location: Stoke-on-Trent, ST1 5PZ
Hours of work: 40
Contract Type: Fixed Term Contract (4 months)
We are seeking a professional and customer-focused Helpdesk Service Coordinator to act as the first point of contact for client requests.
This role requires someone who can confidently process incoming enquiries, maintain accurate records, and uphold high standards of service delivery in line with contractual and organisational requirements.
Job Description
We are looking for an organised individual with strong communication skills, proven customer service experience, and the ability to build effective working relationships.
You will support the account delivery team with administrative tasks while ensuring all helpdesk activity meets established processes, procedures, and client expectations.
Key Responsibilities
- Act as the first point of contact for client calls and emails, logging and processing requests accurately.
- Translate client contacts into the correct engineering or FM solutions in line with contractual requirements.
- Identify appropriate solutions and escalate issues to line management when necessary.
- Maintain and update facilities management systems (e.g. Maximo) and associated records.
- Provide a professional, articulate, customer-focused helpdesk service.
- Build and maintain positive relationships with clients and internal account delivery teams.
- Support the account delivery team with general administrative duties.
- Ensure compliance with company processes, procedures, and client contracts.
Professional and Personal Competencies/Qualifications
- Previous experience in a customer service, contact centre, or administrative role.
- Strong call-handling experience.
- Proficient in Microsoft Office programmes.
- Excellent written and verbal communication skills.
- Demonstrated ability to work effectively within a team to support organisational goals.
- Highly organised with good planning and scheduling skills.
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 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
