Service Administrator
Contract: Professional Services, Production & Technology
Location: Stoke, ST1 5PZ
Hours of work: 40
Contract Type: Permanent
We are seeking a Service Administrator to support reactive work order management and administration, with a strong focus on monitoring and triaging client alarm systems through a CAFM environment such as Maximo.
The role will act as a central coordination point, ensuring requests are logged accurately, work orders are raised correctly, and engineers are allocated efficiently to meet client requirements.
Job Description
We are looking for an organised and customer-focused individual who will lead on day-to-day client communications and system-based administration.
You will play a key role in ensuring service delivery meets agreed SLAs, whilst maintaining accurate records and supporting effective information management across the team.
Key Responsibilities
- Act as the first point of contact for client calls and emails, logging and processing requests accurately
- Monitor and triage Power & Environment alarm systems via CAFM systems (e.g. Maximo)
- Raise, issue and manage reactive work orders
- Allocate and coordinate work orders to the most appropriate engineer
- Liaise with engineers, providing clear instructions and updates
- Lead on client communications via email and CAFM-based tools
- Ensure all jobs are managed within SLAs and priority response times
- Maintain accurate records and ensure compliance with company processes and client contracts
Professional and Personal Competencies/Qualifications
- Previous experience in a customer service, contact centre or administrative role
- Call handling experience
- Proficient in Microsoft Office (Word, Excel, PowerPoint;
- Microsoft Project and Visio advantageous)
- Excellent written and verbal communication skills
- Evidence of working effectively within a team to achieve organisational goals
- Ability to implement and maintain good information storage processes (e.g. timesheets, annual leave, sick leave records)
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
