After-Hours Service Coordinator

3 weeks ago

Cannock, Staffordshire, United Kingdom ISS Full time

Position Overview

The primary function of this role is to effectively interpret contractual and operational demands to ensure the Helpdesk exceeds client expectations. With a strong focus on precision and a commitment to delivering superior service, you will be instrumental in sustaining high levels of client satisfaction.

Core Responsibilities

  • Receive and document client inquiries related to various sites, translating these into appropriate engineering or facilities management solutions.
  • Identify the most effective response to client requests within the established contractual parameters.
  • Build and maintain robust relationships with clients and the account management team.
  • Administer and update relevant software systems, including Maximo.
  • Perform general administrative duties as required.
  • Deliver a professional helpdesk experience to clients.
  • Provide administrative support to the account management team.
  • Escalate any identified issues to management as necessary.
  • Adhere to company processes and guidelines in all activities.

Qualifications and Skills

  • Minimum of GCSE standard education with at least 5 Grade C passes or an NVQ qualification in Business Administration, Customer Service, ICT, or a related field.
  • Previous experience in customer service, a contact center, or an administrative capacity.
  • Experience in handling incoming calls.
  • Proficient in Microsoft Office applications.
  • Excellent communication abilities.
  • Proven capability to collaborate within a team and meet organizational goals.
  • Strong organizational skills with the ability to plan and coordinate events.
  • Analytical skills to interpret and assess statistical information.

About ISS

ISS is a premier workplace and facility management organization, focused on enhancing user experiences by connecting individuals and environments. Through innovative solutions, high standards, and a dedicated workforce, we assist our clients in achieving their goals across various sectors, including healthcare, business, and travel. ISS values corporate responsibility and embraces a diverse and inclusive workforce. Join ISS for a fulfilling career where you can grow, develop, and contribute to a positive workplace culture.

ISS is dedicated to fostering inclusivity and diversity in the workplace, welcoming candidates from all backgrounds. Our inclusive environment encourages creativity, productivity, and employee satisfaction.

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