Job Description

Location: London

Hours of work: 40

Contract Type: Permanent

We're looking for a Helpdesk Team Lead to oversee the smooth running of our Service Yards & Value-Added Services on one of the UK's largest shopping centre contracts.


You'll ensure operations are delivered on time, to budget, and to a high standard, all while building excellent working relationships with clients and colleagues.

In this role, you'll support the Key Account Coordinator and FM Helpdesk, including oversight of deliveries.


You'll also play a key part in identifying training needs, developing your team, and helping them upskill to deliver consistently outstanding service.


This is a fantastic opportunity to join a great team, lead by example, and take on a role where your input makes a real difference.

Key Responsibilities

Ensure the smooth running of the Logistics office on a day-to-day basis to ensure that all daily operational and business requirements are met. Maintain a health and safety regime that is compliant with client requirements. Support the site's Emergency Response procedures. Manage the Delivery Management System (DMS) - the online booking-in website, including contractor access requests. Assist with helpdesk operations to ensure that inboxes and calls are maintained to standards. To provide support in managing Contractors at the site via the "CTracker". Liaise with customers on all aspects of the business, to ensure customer satisfaction and a high quality of service and compliance are maintained at all times. Provide information and assistance to retailers, suppliers and couriers regarding the delivery process. Maintain and audit the DMS website system and data.

Professional and Personal Competencies/Qualifications

Identification and understanding of contract requirements, including financial limits, financial penalties, the escalation process and key portfolio assets. Demonstrated aptitude in effective management of people with strong leadership skills and well-developed interpersonal skills. Good verbal and written communication skills are required; proactive communication skills are a requisite in establishing and maintaining customer confidence. Good problem-solving skills with a good level of attention to detail. Ability to work under pressure, use own initiative and meet deadlines. Ability to manage, lead and motivate a team of people.

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.


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


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


To find out more about what we do - https://www.uk.issworld.com/


Work Location: In person