Client Services Team Leader

Job Description We are looking for an individual who can set clear direction, ensure service levels and KPIs are consistently met, and work collaboratively to deliver the overall service. You will contribute positively towards achieving service levels, performance targets, and deadlines across shifts and contracts. Key Responsibilities Achieve contractual and business KPIs and targets Follow procedures to identify the best course of action for both the customer and the company Provide induction and technical training for team members, liaising with the Service Delivery Manager on additional training needs Monitor, review, and manage staff performance Escalate potential disciplinary issues to the Service Delivery Manager as required Manage client relationships, attend progress meetings, and deputise for the Service Delivery Manager when needed Ensure effective team rostering to meet SLA adherence and workload demand Receive, take ownership of, and escalate service failures or customer complaints where necessary Professional and Personal Competencies/Qualifications Proven experience delivering high-quality customer service performance Experience working against customer and business KPIs and SLAs Strong awareness of Health & Safety, with a commitment to safe working practices Ability to monitor workload fluctuations and adjust team rostering accordingly Experience supervising teams and allocating tasks based on skills and technical specialisms Experience in a target-driven or high-pressure customer service environment Relevant Facilities Management (FM) sector experience 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….