Job Description

Location: Stoke on Trent

, ST1 5PZ

Hours of work: 40

Contract Type: Fixed Term Contract

We are looking for a dynamic and driven Process Lead to join our One Service Centre (OSC) Mobilisation Team.



In this role, you will take ownership of understanding, documenting, and shaping the processes that underpin the delivery of all contract service types.



You will also be responsible for developing training content and supporting the onboarding and upskilling of both new and existing team members.

This role will see you working collaboratively across the wider business and various workstreams to ensure a smooth and high-quality mobilisation of the OSC.



A key part of your remit will be to lead on quality and competency assessments, ensuring each colleague is confident and capable in their role.



This is an excellent opportunity for someone with a passion for process improvement, training delivery, and colleague engagement.



You'll need to be adaptable, confident, and an effective communicator--able to lead, support, and positively influence others in a fast-paced environment.

Key Responsibilities

Have an in-depth understanding of new contract requirements to develop effective OSC processes Evaluate and enhance existing OSC procedures to boost efficiency and customer satisfaction Deliver dynamic, classroom-based and remote training using varied, innovative methods Apply and contribute to the development of e-learning solutions where appropriate Assess training needs through delivery analysis, quality checks, and competency assessments Design and deliver remedial training based on identified skill gaps Collaborate closely with mobilisation and operational teams to embed learning strategies

Professional and Personal Competencies/Qualifications

Competent in oral and written English Competent IT skills Has delivered high quality and consistent performance and standards in customer service delivery Technical proficiency is essential. Familiarity with tools like Microsoft Visio, lucidchart, and business process management software Solid understanding of data analysis techniques

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 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/