Customer Service Assistant

This role as Customer Service Assistant offers an exciting opportunity to work as part of a dynamic helpdesk team, supporting day-to-day service yard operations and FM Helpdesk/WSC Deliveries under one of the UK’s largest shopping centre contracts.

Collaborating closely with the Team Leader, you will play a vital role in maintaining smooth operations, acting as the first point of contact for contractor and courier queries, and ensuring all facilities-related jobs are logged and managed effectively.
Job Description
As Customer Service Assistant, your responsibilities will include answering calls and emails, logging jobs on the CAFM system, assigning tasks to the engineering team, and handling general administrative duties.

You’ll also engage directly with customers, retail tenants, and the client, making this a great opportunity to build strong relationships and develop exceptional customer service skills.

With a supportive and collaborative team environment, this role provides the chance to learn new aspects of helpdesk and customer service operations, alongside opportunities for progression within the contract over time.

If you’re looking to develop your career in a fast-paced and rewarding setting, this is a fantastic opportunity to grow and thrive.
Key Responsibilities
Assist with the smooth daily operations of the logistics office to meet all business requirements
Maintain health and safety compliance with Client and ISS standards
Support Emergency Response procedures and ensure adherence to Service Yard rules
Manage and monitor the Delivery Management System (DMS), including contractor access requests
Oversee helpdesk operations, maintaining inbox standards and organising incoming reports
Log reported reactive jobs into Westfield’s FSI Concept CAFM system
Liaise with customers to ensure satisfaction, high service quality, and compliance
Provide information and assistance to retailers, suppliers, and couriers about delivery and contractor access processes
Manage and promote Value Added Services and Skips
Communicate relevant issues and plans to the Key Account Coordinator
Manage purchase orders and quotes on individual trackers and Maximo
Control documentation effectively using SharePoint
Assist with WIP updates and produce final completion documentation for the client
Professional and Personal Competencies/Qualifications
Attention to detail with the ability to multitask effectively
Confidence to provide progress updates to engineers, team members, tenants, and clients
Strong analytical skills for processing written, graphic, numeric, and statistical information, including risk assessment
Proficiency in various Microsoft programs and CAFM 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

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 [email protected]

Please click on the following link for more information on this role: Job Description

If you are interested in learning about other opportunities at ISS, please join our Talent community by clicking on the following link: TalentPlace