Call Centre Team Leader
| Posting date: | 06 January 2026 |
|---|---|
| Hours: | Full time |
| Closing date: | 05 February 2026 |
| Location: | ST1 5PZ |
| Remote working: | On-site only |
| Company: | ISS Facilities Services |
| Job type: | Contract |
| Job reference: | 149970 |
Summary
Call Centre Team Leader - Nights
Contract: Key Account Network
Location: Stoke, ST1 5PZ
Hours of work: 38.6
Contract Type: Fixed Term Contract (6 months)
Are you a confident leader with a passion for customer service and team development?
We’re looking for a Call Centre Team Leader to join our Client Services team, supporting urgent engineering requests and ensuring high-quality service delivery across multiple contracts.
This is a role suited to someone who thrives in fast-paced environments and enjoys making real-time decisions.
Job Description
As the Call Centre Team Leader, you will lead a team of Service Coordinators during overnight shifts, managing urgent customer requests and ensuring service excellence.
You’ll be part of a wider leadership team, contributing to performance targets and service level agreements.
Key Responsibilities
Lead and support a team of Service Coordinators during overnight shifts.
Monitor and review staff performance, using coaching techniques to drive success.
Support the achievement of contractual and business KPIs and targets.
Identify and address performance or disciplinary issues in conjunction with the Service Delivery Manager and P&C business partner.
Manage client relationships and provide effective communication out of hours.
Ensure all tasks are completed in line with specifications and processes.
Take ownership of service failures or customer complaints, escalating where necessary.
Oversee effective rostering to maintain SLA adherence and ensure correct working hours.
Professional and Personal Competencies/Qualifications
Previous Team Leader experience in a similar role (call centre environment; night shift preferable).
Strong organisational and communication skills.
Ability to manage multiple priorities and work under pressure.
Familiarity with SLAs and performance monitoring.
Proficient in MS Office and relevant operational systems.
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. #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.
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.
If you have any further queries regarding this role, please contact the Resourcing Team by emailing resourcing.team@uk.issworld.com
Contract: Key Account Network
Location: Stoke, ST1 5PZ
Hours of work: 38.6
Contract Type: Fixed Term Contract (6 months)
Are you a confident leader with a passion for customer service and team development?
We’re looking for a Call Centre Team Leader to join our Client Services team, supporting urgent engineering requests and ensuring high-quality service delivery across multiple contracts.
This is a role suited to someone who thrives in fast-paced environments and enjoys making real-time decisions.
Job Description
As the Call Centre Team Leader, you will lead a team of Service Coordinators during overnight shifts, managing urgent customer requests and ensuring service excellence.
You’ll be part of a wider leadership team, contributing to performance targets and service level agreements.
Key Responsibilities
Lead and support a team of Service Coordinators during overnight shifts.
Monitor and review staff performance, using coaching techniques to drive success.
Support the achievement of contractual and business KPIs and targets.
Identify and address performance or disciplinary issues in conjunction with the Service Delivery Manager and P&C business partner.
Manage client relationships and provide effective communication out of hours.
Ensure all tasks are completed in line with specifications and processes.
Take ownership of service failures or customer complaints, escalating where necessary.
Oversee effective rostering to maintain SLA adherence and ensure correct working hours.
Professional and Personal Competencies/Qualifications
Previous Team Leader experience in a similar role (call centre environment; night shift preferable).
Strong organisational and communication skills.
Ability to manage multiple priorities and work under pressure.
Familiarity with SLAs and performance monitoring.
Proficient in MS Office and relevant operational systems.
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. #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.
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.
If you have any further queries regarding this role, please contact the Resourcing Team by emailing resourcing.team@uk.issworld.com
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.