Out of Hours Team Leader
| Posting date: | 29 May 2026 |
|---|---|
| Hours: | Full time |
| Closing date: | 28 June 2026 |
| Location: | Stoke, Staffordshire |
| Remote working: | On-site only |
| Company: | ISS Facilities Services |
| Job type: | Permanent |
| Job reference: | 155644 |
Summary
Out of Hours Team Leader
Contract: Key Account Network
Location: Stoke, ST1 5PZ
Hours of work: 40
Contract Type: Permanent
We are seeking a driven and resilient Out of Hours Team Leader to lead the Out-of-Hours (OOH) Facilities Service Desk team, delivering high quality customer service and effective job delivery management across ISS’s UK client portfolio.
This role is critical to ensuring operational excellence during night-time service periods, supporting customers, contracts, and services when it matters most.
Job Description
We are looking for an experienced service desk leader who can set clear direction, maintain performance against KPIs, and work collaboratively within the wider service delivery function.
Operating on a 4-on, 4-off night shift pattern (21:00 - 08:00), this role requires someone who thrives in a fast-paced, high-pressure environment and can ensure seamless service across shifts and contracts.
Key Responsibilities
Lead and manage the Out-of-Hours Facilities Service Desk team to deliver high quality customer service
Achieve contractual and business KPIs and service targets
Ensure procedures are followed to identify the best course of action for customers and the business
Provide induction and technical training for team members, liaising with the Service Delivery Manager on additional training needs
Monitor, review, and manage staff performance on an ongoing basis
Escalate and advise the Service Delivery Manager of potential disciplinary issues as they arise
Manage client relationships and expectations, attending progress meetings as required
Deputise for the Service Delivery Manager when necessary to ensure continuity of service
Professional and Personal Competencies/Qualifications
Proven delivery of high quality, consistent customer service standards
Experience of working to customer and business KPIs and SLAs
Demonstrated commitment to the safety and wellbeing of self, team, and colleagues
Ability to monitor short-term workload variations and flex team rostering to meet demand
Experience supervising others and allocating tasks based on technical specialisms
Essential CRM database knowledge; Tririga, Maximo, or 360 experience is desirable
Experience working in a target-driven or high-pressure customer service environment
Essential experience within a Facilities Management (FM) service desk 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 driven and resilient Out of Hours Team Leader to lead the Out-of-Hours (OOH) Facilities Service Desk team, delivering high quality customer service and effective job delivery management across ISS’s UK client portfolio.
This role is critical to ensuring operational excellence during night-time service periods, supporting customers, contracts, and services when it matters most.
Job Description
We are looking for an experienced service desk leader who can set clear direction, maintain performance against KPIs, and work collaboratively within the wider service delivery function.
Operating on a 4-on, 4-off night shift pattern (21:00 - 08:00), this role requires someone who thrives in a fast-paced, high-pressure environment and can ensure seamless service across shifts and contracts.
Key Responsibilities
Lead and manage the Out-of-Hours Facilities Service Desk team to deliver high quality customer service
Achieve contractual and business KPIs and service targets
Ensure procedures are followed to identify the best course of action for customers and the business
Provide induction and technical training for team members, liaising with the Service Delivery Manager on additional training needs
Monitor, review, and manage staff performance on an ongoing basis
Escalate and advise the Service Delivery Manager of potential disciplinary issues as they arise
Manage client relationships and expectations, attending progress meetings as required
Deputise for the Service Delivery Manager when necessary to ensure continuity of service
Professional and Personal Competencies/Qualifications
Proven delivery of high quality, consistent customer service standards
Experience of working to customer and business KPIs and SLAs
Demonstrated commitment to the safety and wellbeing of self, team, and colleagues
Ability to monitor short-term workload variations and flex team rostering to meet demand
Experience supervising others and allocating tasks based on technical specialisms
Essential CRM database knowledge; Tririga, Maximo, or 360 experience is desirable
Experience working in a target-driven or high-pressure customer service environment
Essential experience within a Facilities Management (FM) service desk 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.