Service Delivery Co-Ordinator-Customer Services

4 weeks ago

Liverpool, Liverpool, United Kingdom Serco Plc Full time

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Service Delivery Co-Ordinator

Central House, Liverpool, L32 8SF

Full Time, 37.5 hours per week

Competitive Salary + Benefits

If you're looking for a more rewarding and secure home for your talents, look no further than Serco. We need experienced and motivated people who can display the right behaviours to join us and uphold our high standards of customer service. In short, we need people to be there for our customers when they're needed most. And, in return, we will invest in your training and development to make you an expert in your respective field.

About the role:

The Service Delivery Co-Ordinator will provide support and assurance to OST for site specific administration and first line planning administration in relation to Teleopti, Storm and FTE Data base (SMD). Undertake the processing of tier 1 Owl requests that include, Holiday administration, adjustments to agent schedules, structure changes and changes to agents work patterns. Process Starter and Leavers in line with OST process framework within agreed timescales. Provide support to the operational team leaders and duty managers on the day-to-day revisions of agent's performance to help balance business performance through break optimisation and facilitation of administering overtime, unpaid leave and toil. Production of Service Delivery activities in the Product menu.

What you will need to do the role

  • Experience of working with workforce management tools such as Teleopti WFM would be highly desirable
  • Results driven with attention to detail
  • Developed interpersonal and organizational skills.
  • Demonstrated ability to multi-task.
  • Excellent verbal communication skills; good listener who can understand customer needs.
  • Conscientious and reliable individual who is self-motivated.
  • Friendly personality who shows confidence and pride in delivering excellent service.
  • Prioritisation of personal workload to meet business needs.
  • Excellent interpersonal communication at all levels.
  • Eager to learn and willingness to continually improve.
  • Open, trustworthy and can-do attitude

The successful candidate will be required to carry out the following responsibilities, activities, and duties:

  • Manage the Teleopti / Time 2 Work WFM Systems
  • Liaises effectively with colleagues to ensure the Outperform Solutions team deliverables are achieved.
  • Ensure that all security / Data Protection rules are followed.
  • Maintenance of all Mailboxes & OWL within timescales and agreed guidelines.
  • Ability to communicate with most levels of internal management & analysts, Client and Serco Operations on a professional level.
  • Contribution to the on-going development of the Outperform Solutions team, ensuring best practice is followed.
  • Be an ambassador for Outperform Solutions Team
  • To become "Trusted Partner" of Operational Managers and other work-stream areas both when called upon and in a proactive manner.
  • Be proactive in highlighting opportunities to improve performance in all areas of the operation – reduce costs, improve service levels.

What we offer:

  • A competitive salary
  • A fantastic culture and supportive team; continuous training & development opportunities
  • A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Wisdom App, Simply Health Plans, Annual Leave Purchase Scheme and more
  • The chance to make a positive difference in a company passionate about diversity and inclusion.
  • Access to an enhanced Pension and Serco Share Save scheme (optional)

About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.


By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.


Apply
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.


At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact

At Serco we support fair access to employment for those with unspent criminal convictions through the 'Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on to discuss.

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