Service Team Leader
Contract: Professional Services, Production & Technology
Location: Stoke, ST1 5PZ
Hours of work: 38.5 (4 on / 4 off, days only, 12-hour shifts from 07:00 - 19:00)
Contract Type: Permanent
We are seeking a Service Team Leader to operate in a hands-on, working capacity, combining day-to-day service coordination with people leadership.
This role sits at the centre of alarm monitoring, incident management, and reactive service delivery, ensuring faults are managed effectively to protect uptime and service continuity across the technical estate.
Job Description
We are looking for someone who can lead by example while maintaining operational standards and process adherence in a fast-paced, SLA-driven environment.
The role requires strong organisation, clear communication, and the confidence to coordinate engineers, manage client expectations, and ensure work is progressed from initial alert through to closure.
Key Responsibilities
- Monitor client alarm systems (including SCADA, BMS and EkkoSense) and jeopardy manage faults to protect service uptime.
- Take end-to-end ownership of reactive work orders on a 24/7/365 basis.
- Raise, allocate, track and close work orders within CAFM systems in line with SLAs and priorities.
- Act as the central point of contact for Power & Environment alarms and service requests, prioritising by risk and impact.
- Coordinate and allocate work to engineers, providing clear instructions and escalating issues as required.
- Communicate effectively with clients on progress, delays and issues, managing complaints where necessary.
- Maintain accurate records, data quality and day-to-day administration, including reporting and documentation.
- Lead the day-to-day operation of the team, managing rotas and leave, and ensuring processes and standards are followed consistently.
Professional and Personal Competencies/Qualifications
- Proven Team Leader experience, ideally within call centre or administrative environments.
- Strong people management skills with the ability to enforce process adherence.
- Confident in understanding processes, identifying gaps, and taking corrective action.
- Excellent written and verbal communication and customer service skills.
- Highly organised, with the ability to prioritise, multitask, and manage competing workloads.
- Comfortable working across multiple systems with strong Microsoft Office 365 skills (Excel, Word, PowerPoint).
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
