Critical Incident Co-ordinator

This 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. We are seeking a highly organised and customer-focused Critical Incident Co-ordinator to join our team. In this role, you will act as the first point of contact for client requests, ensuring all calls and incidents are logged, processed, and accurately translated into engineering or facilities management solutions., We are looking for an individual who can support service excellence by coordinating incidents through to completion, maintaining strong communication with clients, subcontractors and internal teams, and ensuring contractual requirements and service standards are consistently met. Key Responsibilities

• Receive, log and process client and helpdesk requests in line with contractual requirements.
• Accurately translate client issues into FM and engineering actions and allocate work to the appropriate resource.
• Monitor shared mailboxes and respond to requests within agreed timescales.
• Manage work orders through CAFM systems, including Maximo.
• Liaise with subcontractors to arrange and coordinate attendance.
• Maintain accurate records, documentation and system updates throughout the incident lifecycle.
• Provide administrative support to the wider service delivery team.
• Escalate issues, delays or service concerns to management where required while ensuring a professional subcontractor dispatch service at all times.
  
  Previous experience in a customer service, helpdesk or administrative role.
• Confident call handling skills with a calm, professional approach.
• Strong IT literacy, particularly in Microsoft Excel and Microsoft Word.
• Excellent communication and relationship-building skills.
• High attention to detail with strong planning and organisational abilities.
• A team-oriented individual with a flexible and solutions-focused attitude.
• Comfortable working within a fast-paced, service-led environment.
  
  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 Please 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