Out of Hours Workflow Co-ordinator

3 months ago

Staffordshire, United Kingdom ISS Facility Services Full time

**Contract: Key Account Network**

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**Location: Staffordshire**

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**Hours of work: 38.6**

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**Contract Type: Permanent**

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**Are you a highly organised and efficient professional with a passion for delivering exceptional client service? We have an exciting opportunity for a Workflow Coordinator to join our team and take charge of the process and logging of calls received from our valued clients. Your role will be pivotal in accurately translating contractual and operational demands, ensuring that our Helpdesk function consistently exceeds client expectations.**

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**As the Workflow Coordinator, your primary responsibility will be to manage and streamline the call process, ensuring that all client inquiries are promptly addressed and logged. Your keen attention to detail and systematic approach will be crucial in maintaining accurate records and facilitating smooth communication between our team and the clients.**

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**In this role, you will play a key role in understanding and interpreting contractual and operational requirements from our clients. Your ability to translate these demands effectively will be instrumental in aligning our services with the specific needs and expectations of each client.**

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**Our Helpdesk function strives to surpass client expectations, and as a Workflow Coordinator, you will be at the forefront of this commitment. Your dedication to excellence in client service will be evident in every interaction, contributing to the overall success and satisfaction of our valued clients.**

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**Key Responsibilities**

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- **Responsibilities include the process and logging of client calls regarding sites and the accurate translation of these calls into engineering or FM solutions**
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- **Identification of the most appropriate solution to the client request within the contractual process**
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- **Build relationships with client and account delivery team**
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- **Management and updating of associated software and programs (e.g. Maximo)**
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- **General administration duties**
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- **Provide a professional and articulate helpdesk solution to the client**
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- **Support the account delivery team from an administrative perspective**
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- **Escalate any identified issues to line management and seek advice when needed**
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- **Work within given guidelines and company processes and procedures**
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- **Familiarisation with relevant customers’ environments and contractual requirements**
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**Professional and Personal Competencies/Qualifications**

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- **Previous experience in a customer service, contact centre or administrative role**
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- **Call handling experience**
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- **Proficient in Microsoft Office programmes**
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- **Excellent communication skills**
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- **Computer experience, MS Excel Experience**
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- **Evidence of working within a team, supporting and working with others to reach organisational goals**
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- **Organised with good planning ability, to organise / schedule events and activities**
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- **Capability to understand and analyse statistical data.**
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- **Calm and Compassionate**
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**The Company**

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**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.**

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**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. #ISSGreatPeople #ISSTalent #PeopleMakePlace**

**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**

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**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 on 0330 311 2739***

**To find out more about what we do

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