OOH Night Service Co-Ordinator
Contract: Key Account Network
Location: Stoke, ST1 5PZ
Hours of work: 38.6 - 4 on / 4 off (nights)
Contract Type: Permanent
We are seeking an Out of Hours Service Co-ordinator to join the Operational Service Centre (OSC), playing an integral role within the night team to support the delivery of exceptional service to meet customer needs and expectations.
You will act as a key link between operational field teams, account teams, and internal departments to ensure smooth and efficient service delivery.
Job Description
In this role, you will coordinate activities, manage documentation, and facilitate clear communication across teams.
By applying strong organisational skills and attention to detail, you will contribute to maintaining high service standards and ensuring the effectiveness of the OSC’s out-of-hours operations.
Key Responsibilities
- Act as the first point of contact for client calls and emails, logging and processing requests accurately and promptly
- Identify appropriate solutions to client queries or escalate issues when required
- Maintain and update facilities management systems (e.g. Maximo) and associated records
- Deliver professional, customer-focused helpdesk support and administrative services
- Assist the account delivery team with general administrative tasks
- Coordinate communication between field teams, account teams, and internal departments
- Build and maintain strong working relationships with clients and internal stakeholders
- Ensure compliance with company processes, procedures, and contractual obligations
Professional and Personal Competencies/Qualifications
- Experience working to customer and business KPIs and SLAs
- Intermediate proficiency in Microsoft Excel and other Microsoft Office applications
- Ability to monitor and respond to short-term changes in workload and ensure coverage
- Capability to work independently while liaising with a line manager or supervisor
- Strong communication skills with effective call handling ability
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
