Service Delivery Coordinator
Brighton, United Kingdom
Revenue – Customer Service /
Full-time /
On-site
As a Service Delivery Coordinator, you’re integral in ensuring an outstanding service delivery for our Clients. Working closely with operational teams you apply your Client and screening knowledge to resolve challenges and ensure successful and effective screening outcomes.
Keeping our Clients notified of their screenings and required actions is essential in delivering a transparent service. You achieve this by being the communication link between your operational team and the Client. You work with urgency and clarity, using your customer service expertise to support moving the screening forward and encourage efficient workflow.
Accountabilities
- Always deliver outstanding customer service to Clients.
- Working collaboratively and communicating effectively with Operational teams and Clients to ensure service delivery expectations are met.
- Processing all tickets/queries in line with agreed Service Level Agreements.
- Ensuring compliance with the company’s Data Protection, Information Security, Health & Safety, Dignity at Work and IT Acceptable Use policies and associated procedures at all times.
Responsibilities
- Manage ticketing by raising /chasing tickets within required TAT to resolve screening queries
- Applying pre-approvals and obtaining authorisation for any additional costs (as applicable).
- Raise discrepancy notifications to clients where appropriate.
- Provide frontline administrative support to Clients’ including timely response to queries via phone/email, provision of screening updates and re-opening screenings.
- Resolve minor Client complaints and escalating serious/complex complaints and general feedback to Operational Team Leader and/or CRM as appropriate.
- Document and escalate recurring / avoidable issues to Operational Team Leader and/or CRM for resolution.
- Working with Clients to educate and encourage the use of self-service through the VeroLive platform
Key skills, qualifications, and experience
- 1+ Years’ experience in a customer or client facing role
- IT literate with capacity to learn and work with new systems.
- Acceptable levels of performance, conduct and attendance in current role
- Demonstrates company values and behaviours
