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Customer Service Lead

3 months ago

London, Greater London, United Kingdom ISS Facility Services UK Full time

Customer Service Lead

As the Customer Service Lead, your primary responsibility is to ensure the smooth operation of the Service Yards & Value Added Service, ensuring deliveries are made on time and within budget while upholding meticulous attention to detail.

Building and maintaining excellent working relationships with clients and other stakeholders is essential to your role.

Key Responsibilities

  • Ensure the smooth running of the Logistics office on a day-to-day basis to ensure that all daily operational and business requirements are met
  • Maintain a health and safety regime that is compliant with Client and ISS requirements. Support the site Emergency Response procedures
  • Manage the Delivery Management System (DMS) - the online booking-in website including contractor access requests
  • Assist with the helpdesk operations to ensure inbox and calls are maintained to standards
  • Provide support on the managing of Contractors to site via the "CTracker"
  • Liaise with customers on all aspects of the business; to ensure customer satisfaction and a high quality of service and compliance are maintained at all times
  • Provide information and assistance to retailers, suppliers and couriers regarding the delivery process
  • Maintain and audit the DMS website system and data

Professional and Personal Competencies/Qualifications

  • Experience leading a team
  • Strong leadership skills, and well-developed interpersonal skills
  • Good verbal and written communication skills are required
  • Confident and energetic
  • Good problem-solving skills with a keen level of attention to detail
  • Ability to work under pressure, use initiative and meet deadlines

About 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 user experience.

Through a unique combination of intelligent solutions, high standards, and people who care, we 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 organization with people at its heart. In ISS, everyone has the opportunity to develop, grow, and make a difference. 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, color, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.

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