Head of Operations Services Centre

2 weeks ago


StokeonTrent, United Kingdom ISS Facility Services Full time

We are currently recruiting for a Head of Operations Service Centre to manage, inspire and create a sustainable culture of service excellence within the Operational Service Centre. Executing our strategy and vision of an ever evolving centralised operation that supports customers across all ISS UK segments.

As the Head of Operations Service Centre you will be committed to providing exceptional customer experiences in line with our value propositions.

**Key Responsibilities**_**_
- Availability and capacity management. Define, analyse, plan, forecast, measure, maintain and improve all aspects of the availability of services
- Change management. Manage service, organisational and supplier change. Requests changes in response to incidents or problems that provide effective control and reduction of risk to performance and availability
- Enterprise collaboration. Builds successful teams through understanding styles and influencing techniques that motivate employees
- Continual service improvement. Identify and explore opportunities for service and business improvement. Ensures that the organisation derives maximum value from services
- Continuity management. Provides service continuity planning and support. Identify information and systems that support critical business processes, and assess the risks to their availability, integrity and confidentiality
- Incident management. Coordinate the response to incident reports, ensuring relevant prioritisation and detail to allow effective investigation
- Ownership and initiative. Takes ownership of problems and proactively resolves problems, ensuring that solutions continue to meet business requirements
- Problem management. Understand and identify problems, analysing and helping to identify the appropriate solution. classify and prioritise problems, document their causes and implement remedies
- Service and user focus. Maintain focus on the whole life of service delivery. Understand users and identify who they are and what their needs are, based on evidence

**Professional and personal competencies/qualifications**_**_
- 5 years minimum experience in comparable role related to centralised service operations
- Degree level or equivalent qualification in relevant vocational area
- Evidences significant knowledge of customer operations (Helpdesk), job management (resource deployment) and operational administration support activities
- Experience of commercial/finance/budget management
- Ability to manage client expectations and deliver customer-focused solutions
- Excellent communication skills, evidence of delivering outstanding customer service
- Must be flexible, adaptable and proactive
- Ability to effectively manage priorities and projects
- Able to build relationships in a professional manner with internal stakeholders

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. #ISSGreatPeople #ISSTalent #PeopleMakePlace

**If you have any further queries regarding this role, please contact the Resourcing Team on 0330 311 2739**

**Job Types**: Full-time, Permanent

Schedule:

- Day shift
- Monday to Friday

Work Location: One location

Reference ID: 106468


  • Head of Eprr

    6 days ago


    Stoke-on-Trent, United Kingdom University Hospitals of North Midlands NHS Trust Full time

    At the University Hospital North Midlands we are looking to recruit an enthusiastic and engaging Head of Resilience and EPRR who has a passion for ensuring safe, timely and high quality care for our patients, staff and wider system partners as part of our commitment to delivering the Emergency Preparedness, Resilience and Recovery standards across our Trust....


  • Burton-On-Trent, United Kingdom Ministry of Justice Full time

    **Head of Branston Operations - 67039** **£51,767 - £59,590** **Burton-upon-Trent**: **ABOUT US** Excellent Information and records management is knowing what information you have across an organisation and having the right information available at the right time by those who need it. Being good at this is vital for any organisation as information plays...


  • Stoke-on-Trent, United Kingdom Momentum Security Recruitment Full time

    **Contact Centre Operator (Control Room)** **Location: Cobridge, Stoke-On-Trent ST6** **Salary: £34,000** **Hours: 3 days (0700-1900), 3 nights (1900-0700), 3 off** This is a unique role providing assistance to front-line staff. You should have great customer service and administration skills with the ability to follow process. This role offers long term...

  • Junior Operational Services Manager

    Found in: Talent UK C2 - 4 days ago


    Stoke-on-Trent, United Kingdom University Hospital of North Midlands NHS Trust Full time

    Job summary We have an exciting opportunity for anyone looking to progress their career in Management. We are looking for a highly motivated and enthusiastic Junior Operational Services Manager to join the Upper GI Service within the General Surgery Management Team to cover a period of maternity leave. This post offers an excellent opportunity for...


  • Stoke-on-Trent, United Kingdom Safer Hand Solutions Ltd Full time

    Head of Electrical Operations Stoke on Trent £50,000 - £70,000 A rare opportunity for a Head of Electrical Operations with huge scope for autonomy and professional development has arisen. My client is a well-known, fast growing electrical company based in Stoke on Trent, working on both local and national projects in bothindustrial and commercial settings....

  • Call Centre Assistant

    Found in: Talent UK C2 - 2 weeks ago


    Stoke-on-Trent, United Kingdom University Hospital of North Midlands NHS Trust Full time

    Job summary The Telecommunications Department at UHNM, Royal Stoke are recruiting for Call Centre Assistants to join the team! We deliver a busy 24/7 telephone switchboard/operator service to the Trust and users of its telephone service from a wide range of backgrounds. The work is wide ranging from the handling of general internal calls,...

  • Call Centre Assistant

    18 hours ago


    Stoke-on-Trent, United Kingdom University Hospitals of North Midlands NHS Trust Full time

    The post requires flexibility and is to cover shifts over a 24/7 Switchboard Operator Services, including weekends and bank holidays to meet the service needs. We deliver a busy 24/7 Switchboard Operator Service to the Trust and users of its telephone service's from a wide range of backgrounds. The work is wide ranging from the handling of general internal...


  • Stoke-on-Trent, United Kingdom University Hospitals of North Midlands NHS Trust Full time

    The post is to cover predominantly day and evening shifts, including weekends and Public Holidays. Shifts are 7.5hrs rota’d 5 days over 7 and will vary with the earliest start time being 6am and the latest finish time being 10pm. The post holder may be required to cover night shifts to meet the needs of the service. We deliver a busy 24/7 telephone...


  • Stoke-on-Trent, United Kingdom Ministry of Justice Full time

    **Head of Education, Skills and Work - HMYOI Werrington - 70674** **£39,674 - £45,625** **Stoke-on-Trent**: **Background to the Role**: The reoffending rate has remained broadly static at around 29% since 2010. Reoffending is costing society approximately £18bn per year and almost half of all prisoners reoffend within 12 months of release. The Prisons...


  • Stoke-on-Trent, United Kingdom University Hospitals of North Midlands NHS Trust Full time

    The Heart Centre provides tertiary cardiology and cardiac surgery services for over 2 million people across Staffordshire, Shropshire, Derbyshire and South Cheshire, as well secondary care cardiology for the local population.


  • Stoke-on-Trent, United Kingdom University Hospitals of North Midlands NHS Trust Full time

    The post requires flexibility and is to cover predominantly night shifts, including weekends and bank holidays with a requirement to cover day shifts as and when required to meet the service needs. We deliver a busy 24/7 telephone switchboard/operator service to the Trust and users of its telephone service from a wide range of backgrounds. The work is wide...

  • Operations Controller

    3 hours ago


    Stoke-on-Trent, United Kingdom Dunelm Full time

    We are currently recruiting for an **Operations Controller** to join our **Stoke 2 Distribution Centre**. You will be joining the team on a standard shift basis of **6am-2pm, 2pm-10, Monday to Friday**.** **Salary - £29,205** Our logistics centre has the capacity to store 55,000 pallets and you’ll find over 4000 different kinds of products being handled...


  • Burton-On-Trent, United Kingdom Burton Full time

    You will ensure exemplary standards of Health & Safety & cleanliness standards, Security and Customer Service are provided to the client and visitors to the site always. You are the public face of the Centre team and should act with professionalism always, a can-do attitude is essential. To be part of a team and play an active role in managing public,...


  • Stoke-on-Trent, United Kingdom University Hospitals of North Midlands NHS Trust Full time

    The successful applicant will provide a range of Specialist Consultation and treatment services in Restorative Dentistry for University Hospitals of North Midlands NHS Trust patients, at the Royal Stoke University Hospital. Duties involve the pre-treatment assessment and management of Head and Neck oncology patients and their post treatment rehabilitation....


  • Stoke-on-Trent, United Kingdom University Hospitals of North Midlands NHS Trust Full time

    ## NO AGENCY CONTACT PLEASE ## IM&T service Desk Agent The post holder will be a member of a team providing a customer sensitive and responsive support, fault resolution and advice service, which ensures maximum availability, performance and the utilisation of information systems by the IM&T Directorates customers/clients. The post holder will be...


  • Stoke-on-Trent, United Kingdom NHS Blood and Transplant Full time

    **Job Summary** To join the team, you’ll need experience of managing a busy office in a service or people-focused environment, maintaining electronic and paper-based records and processing documentation. All round administration skills with a good grasp of Microsoft Office, Spreadsheets and Databases. With excellent organisational and prioritising skills,...

  • Machine Operatives

    7 days ago


    Stoke-on-Trent, United Kingdom Premier Placement Services Full time

    Our rapidly growing client is looking to recruit Machine Operatives to work in their busy manufacturing operation based in Stoke-On-Trent. Shifts are 8pm - 6am, Monday - Thursday £13.50ph nights this includes shift allowance General duties include - Operating machines producing cement-based products. - Meeting daily production targets. - Achieving...

  • Machine Operatives

    3 days ago


    Stoke-on-Trent, United Kingdom Premier Placement Services Full time

    Our rapidly growing client is looking to recruit Machine Operatives to work in their busy manufacturing operation based in Stoke-On-Trent. Shifts are 6am - 6pm or 6pm - 6am Friday - Sunday £13.50ph days (£486 for 36 hours) this includes shift allowance £14.50ph nights (£522 for 36 hours) this includes shift allowance General duties include -...


  • Stoke-on-Trent, United Kingdom Stoke Chiro Spinal Health Centre Full time

    Do you have the ability to put a smile on peoples faces? - Are you positive, energetic, self-motivated and willing to go the extra mile? - Are you quick to learn with fantastic organisational skills and the ability to multitask? - Are you passionate about providing outstanding customer service with excellent communication skills? If the answer is yes to all...

  • Service Coordinator

    3 hours ago


    Stoke-on-Trent, United Kingdom ISS Facility Services Full time

    **Service Co-ordinator** **Stoke-On-Trent** Competitive salary with excellent benefits - please contact the recruitment team for this information although we don’t advertise our salaries, you won’t be disappointed! Working as part of the Service Desk team on a Facilities Helpdesk, the team is the central point of contact for customers and operational...