Service Delivery Co-ordinator
3 days ago
A key member of the Service Delivery team, this role is crucial to ensure service users’ needs are met within agreed timeframes in accordance with Serco’s contractual obligations to UK Visa’s & Immigration (UKV&I), in relation to accommodation (and transport) for service users.
Key Accountabilities
- Build effective relationships with key stakeholders, both internally and externally across the AASC contract to ensure excellent service delivery standards
- Update visual management boards and contribute to operational excellence within the Service Delivery Centre
- Maintain data integrity of the IT systems to support performance reporting
- Produce reports, briefings and information updates to a high standard within limited timeframe.
The Service Delivery Co-Ordinators will be operating within one or more of the following core service lines and will be required to support other SD Co-Ordinators, when required.
P2P/Utilities
- PO processing, invoice processing, payment processing
- Deal with queries on a daily basis and escalate to Service Delivery Manager where appropriate
- Liaise with local authorities in respect of council tax payments
- Work with the property teams, field staff and utility suppliers to ensure continuous supply of gas/electricity to each unit of accommodation
AIRE
- Ensure all responses to AIRE notifications are completed in contractual timescales
- Monitor all AIRE requests to ensure all are actioned appropriately and within a contractual timescale.
Allocations/Bookings
- Ensure all responses to the Authority requests are completed.
- Ensure all allocation and dispersal requests are processed in within correct timescale.
- Support the Service Delivery Manager with the preparation of mitigation for KPI’s 1 and 2.
- Daily monitoring of property and room availability for both IA and DA
- Liaise with the customer to identify and allocate appropriate accommodation in both DA and IA for vulnerable persons and those with special needs or those deemed to be at risk
- Prioritising, allocating and booking IA and DA and notifying relevant housing officer, area manager and maintenance officer should any remedial works be required.
- Identify and action any void properties that require input from housing or maintenance teams to prepare for reuse
Transport
- Liaise with suppliers and sub-contractors, as required, to ensure fully compliant and effective transportation service.
- Receiving and processing accommodation and transport requests
- Creating and updating service user records and generating tasks on AORA
- Scheduling and allocating workflows for collecting and transporting service users, as required by the contract
- Co-ordinating tasks, processing maintenance requests and managing certification for IA and contingency sites
Knowledge and Skills
- Ability to successfully engage and create successful working relationships with both internal and external stakeholders
- Ability to communicate information updates across the Service Delivery departments
- Demonstrate effective time management skills and ability to manage and deliver a variety of priority tasks, prioritising own workload to meet specific timescales without prompt
- Strong MS Excel skills
- Strong ICT skills
ABILITY TO TRAVEL ( A valid UK drving lisecene is valid)
**Salary**: Up to £23,000.00 per year
**Benefits**:
- Work from home
Schedule:
- Monday to Friday
Work Location: In person
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