Client Services Team Leader

Job title: Client Services Team Leader

Company: ISS Facility Services


Job description: ISSClient Services Team LeaderLocation: Stoke on Trent, ST1 5PZHours of work: 40Contract Type: PermanentThis role is INTERNAL ONLY and at present we are not accepting external applications. If you are external and apply, your application will not be considered at this time.The Client Services Team Leader plays a vital role in leading a Facilities Service Desk team dedicated to delivering outstanding customer service and effective job management across a diverse range of ISS UK client contracts.This fast-paced and dynamic position demands someone who can provide clear direction and leadership, ensuring that service levels and key performance indicators are consistently achieved.Job DescriptionAs a pivotal member of the team, the Client Services Team Leader actively contributes to the seamless delivery of services across shifts and contracts, fostering collaboration and driving performance to meet deadlines.Success in this role relies on a strong individual with proven experience in managing service desks, demonstrating a track record of delivering exceptional customer service results.The role also requires expertise in delivering induction and technical training, alongside the ability to efficiently manage team rostering.Deep knowledge of the facilities management sector is essential to meet the demands and expectations of this challenging and rewarding position.Key Responsibilities

• Achieve contractual and business KPIs and targets
• Provide induction and technical training; monitor and review team performance
• Manage client relationships and attend progress meetings, deputising as needed
• Take ownership of Health & Safety, ensuring compliance and promoting safe practices
• Ensure tasks follow specifications and schedules with the effective use of equipment and materials
• Address and escalate service failures or customer complaints promptly
• Manage staff rostering to meet SLA requirements and correct working hours

Professional and Personal Competencies/Qualifications

• Delivered high-quality, consistent customer service, meeting KPIs and SLAs
• Ensures the safety and well-being of self, team, and colleagues
• Experienced in flexing team rostering to meet short-term workload changes
• Supervises and allocates tasks based on technical skills
• Essential CRM database knowledge; experience with Tririga, Maximo, or 360 preferred
• Skilled in target-driven, high-pressure customer service environments
• Customer-focused with a positive “can-do” attitude
• Excellent communication skills, fostering positive relationships with customers and colleagues
• People-oriented, promoting team collaboration and support

The CompanyISS 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 #PeopleMakePlaceISS 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 backgroundOur 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 emailingPlease click on the following link for more information on this role:If you are interested in learning about other opportunities at ISS, please join our Talent community by clicking on the following link:To find out more about what we do click here –grammarly-desktop-integration data-grammarly-shadow-root=”true”/grammarly-desktop-integration

Expected salary:

Location: Staffordshire

Job date: Sun, 22 Jun 2025 02:14:57 GMT

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