Service Co-ordinator – Change

Job Description We are looking for someone who will help ensure Service Level Agreements (SLAs) are consistently met, operational risks are reduced, and customer satisfaction is maximised. Through accurate record-keeping, clear communication and strong working relationships, the role contributes positively to team efficiency and the overall reputation of ISS’s service delivery function. Key Responsibilities Deliver a high level of customer service while managing high-volume telephone calls and emails. Respond to customer and colleague queries confidently, taking ownership to ensure effective and timely resolution in line with agreed processes. Follow procedures and identify the most appropriate course of action for both the customer and the business. Respond to requests within defined timescales to meet Service Level Agreements and job priorities. Handle telephone and email communications professionally, maintaining positive stakeholder relationships. Escalate issues appropriately, keeping the team leader informed of concerns or potential risks. Coordinate administrative activities including diaries, meetings, appointments and calendars. Maintain accurate records, prepare correspondence and support reporting, data entry and filing systems. Professional and Personal Competencies/Qualifications Previous experience on a service desk or within a high-volume, phone-based customer service environment. Administration or office support experience with strong organisational skills. Confident user of Microsoft Office, including Excel, with basic numerical reasoning skills. Excellent communication skills with the ability to adapt to different people and situations. Strong attention to detail and commitment to accuracy. Ability to prioritise multiple tasks, meet deadlines and manage workload effectively. Calm, professional and resilient approach in busy or challenging situations. Demonstrates empathy and a strong commitment to delivering high-quality, customer-focused service. 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….