10 Call / Contact Centres jobs in Oxford, City Of Stoke-on-trent

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. The CTOC Service Management Supervisor will oversee a team responsible for monitoring client alarm systems across a national technical estate. The role involves managing all reported faults with urgency to minimise service disruptions and meet uptime targets., You'll be responsible for supervising the end-to-end management of reactive work orders-ensuring timely updates, escalations, and communication with the client regarding any service-affecting issues. Using specialist tools and systems, the team will proactively mitigate risks to the technical network, coordinating closely with mobile engineers to ensure fast and effective resolution. Strong leadership, coordination skills, and a calm approach under pressure are key to success in this role.,

• Monitor and review a sample of reactive work orders to ensure compliance with agreed SLAs and priority response timelines.
• Update and maintain the CAFM system with accurate work order statuses and relevant commentary.
• Escalate and provide feedback to the CTOC Manager on issues impacting contract performance or client satisfaction.
• Ensure clients are promptly updated on high-priority issues and any delays in resolution.
• Foster team engagement by maintaining open communication channels and facilitating regular feedback meetings.
• Professionally manage and document all client service requests, applying correct priority based on health, safety, business needs, and customer expectations.
• Act as CAFM system administrator, ensuring data integrity and currency.
• Support achievement of KPI and quality benchmarks through accurate reporting and communication.
• Efficiently handle and resolve complaints while maintaining high standards of professionalism.
• Provide general administrative support including inbox management, satisfaction survey coordination, and ad hoc requests.
• Fulfill other administrative or operational duties as requested by management.
Professional and Personal Competencies/Qualifications
• Monitor and triage alarm management work orders effectively
• Use Office 365 tools confidently, including Word, Excel, and PowerPoint
• Ensure accurate storage of team records such as timesheets and leave
• Act as the main contact for Power & Environment alarm escalations
• Review and allocate reactive work orders correctly and promptly
• Communicate with clients and teams using CAFM and email systems
• Support team development and promote continuous improvement
  
  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