Service Experience Coach

London

Contract Type: Permanent, Full Time

ISS Facility Services are looking for a Service Experience Coach to champion service excellence and ensure the highest standards are consistently delivered.

With a sharp eye for detail and a passion for coaching, you’ll evaluate and enhance service delivery through structured observations, impactful training and hands-on support.

Job Description

In this role, you’ll play a key part in maintaining the site training matrix, supporting leadership development and building a future-ready workforce.

You’ll be a visible presence in the operation – leading by example, identifying performance gaps and using insights to drive continuous improvement.

To succeed, you’ll need strong coaching and facilitation skills, the confidence to challenge constructively and the ability to influence at all levels.

If you’re proactive, highly organised and committed to delivering exceptional customer experiences, we’d love to hear from you.

Key Responsibilities

Consistently deliver elevated, customer-focused service aligned with brand expectations
Ensure all training is engaging, relevant and aligned with operational needs, supported by a fully maintained training matrix
Provide coaching and observations that result in measurable improvements in individual and team performance
Support leadership development through structured training, development activities and succession planning
Embed a proactive culture of continuous learning, tracking training outcomes and using them to drive ongoing improvement
Develop succession planning for frontline teams to strengthen resilience, reduce turnover and minimise reliance on temporary labour and overtime

Professional and Personal Competencies / Qualifications

Experience in a customer-facing or service delivery role
Proven track record in designing and delivering training to diverse teams
Strong coaching and mentoring experience
Knowledge of learning and development principles, including adult learning theory and behavioural change
Experience conducting service observations, audits or quality assessments
Familiarity with training management systems or learning platforms (LMS)
Understanding of succession planning and talent development frameworks
Level 3 L&D CIPD qualification (or equivalent) preferred

ISS Facility Services UK

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