Service Co-ordinator
| Posting date: | 30 March 2026 |
|---|---|
| Hours: | Full time |
| Closing date: | 29 April 2026 |
| Location: | Stoke, Staffordshire |
| Remote working: | On-site only |
| Company: | ISS Facilities Services |
| Job type: | Permanent |
| Job reference: | 152788 |
Summary
Service Co-Ordinator
Contract: Key Account Network
Location: Stoke, ST1 5PZ
Hours of work: 40
Contract Type: Permanent
We are seeking a Service Co-ordinator to support the Helpdesk function by managing the accurate logging and processing of calls and emails received from the client.
This role is central to translating client needs into clear, actionable engineering or FM solutions while ensuring all activity aligns with contractual requirements.
Job Description
We are looking for an organised, customer-focused individual who can build positive relationships, support internal teams, and maintain high standards of communication and administration.
The Service Co-ordinator will help ensure the Helpdesk function consistently delivers a professional service and exceeds client expectations.
Key Responsibilities
Act as the first point of contact for client calls and emails, ensuring all requests are logged and processed accurately.
Translate client enquiries into appropriate engineering or FM solutions in line with contractual processes.
Identify appropriate solutions and escalate issues when required.
Maintain and update facilities management systems such as Maximo and associated records.
Provide a professional, customer-focused helpdesk service at all times.
Support the account delivery team with general administrative duties.
Build and maintain strong working relationships with clients and internal teams.
Ensure compliance with company processes, procedures, and client contract requirements.
Professional and Personal Competencies/Qualifications
Previous experience in a customer service, contact centre, or administrative role.
Strong call handling experience.
Proficient in Microsoft Office programmes.
Excellent communication skills, both written and verbal.
Demonstrated ability to work effectively within a team environment.
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. #Becomewhoyouwant, #Bepartofsomethingbigger,
#aplacetobeyou,
#facilitiesmanagement
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 proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers.
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: 40
Contract Type: Permanent
We are seeking a Service Co-ordinator to support the Helpdesk function by managing the accurate logging and processing of calls and emails received from the client.
This role is central to translating client needs into clear, actionable engineering or FM solutions while ensuring all activity aligns with contractual requirements.
Job Description
We are looking for an organised, customer-focused individual who can build positive relationships, support internal teams, and maintain high standards of communication and administration.
The Service Co-ordinator will help ensure the Helpdesk function consistently delivers a professional service and exceeds client expectations.
Key Responsibilities
Act as the first point of contact for client calls and emails, ensuring all requests are logged and processed accurately.
Translate client enquiries into appropriate engineering or FM solutions in line with contractual processes.
Identify appropriate solutions and escalate issues when required.
Maintain and update facilities management systems such as Maximo and associated records.
Provide a professional, customer-focused helpdesk service at all times.
Support the account delivery team with general administrative duties.
Build and maintain strong working relationships with clients and internal teams.
Ensure compliance with company processes, procedures, and client contract requirements.
Professional and Personal Competencies/Qualifications
Previous experience in a customer service, contact centre, or administrative role.
Strong call handling experience.
Proficient in Microsoft Office programmes.
Excellent communication skills, both written and verbal.
Demonstrated ability to work effectively within a team environment.
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. #Becomewhoyouwant, #Bepartofsomethingbigger,
#aplacetobeyou,
#facilitiesmanagement
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 proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers.
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.