Service Experience Coach

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

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

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.

• Embed a proactive culture of continuous learning, tracking training outcomes and using them to drive ongoing improvement
• 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
• Ensure all training is engaging, relevant and aligned with operational needs, supported by a fully maintained training matrix
• Develop succession planning for frontline teams to strengthen resilience, reduce turnover and minimise reliance on temporary labour and overtime

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.

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

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