Service Delivery Coordinator

2 weeks ago

Brighton, Brighton and Hove, United Kingdom Accurate Background LLC Full time
Service Delivery Coordinator

As a key member of our team, you will play a vital role in ensuring exceptional service delivery to our clients. Your primary responsibility will be to maintain open communication with clients, keeping them informed of their screenings and required actions.

Key Accountabilities
  • Deliver Outstanding Customer Service: Provide timely and effective support to clients, addressing their queries and concerns in a professional and courteous manner.
  • Collaborate with Operational Teams: Work closely with our operational teams to ensure seamless service delivery, sharing information and best practices to drive efficiency and excellence.
  • Process Tickets and Queries: Manage all client tickets and queries in accordance with our Service Level Agreements, ensuring prompt and accurate resolution.
  • Ensure Compliance: Uphold the company's policies and procedures, including Data Protection, Information Security, Health & Safety, Dignity at Work, and IT Acceptable Use.
  • Provide Administrative Support: Offer frontline support to clients, including timely responses to queries, provision of screening updates, and re-opening screenings as necessary.
  • Resolve Client Complaints: Address minor client complaints and escalate serious or complex issues to the Operational Team Leader and/or CRM for resolution.
  • Document and Escalate Issues: Document recurring or avoidable issues and escalate them to the Operational Team Leader and/or CRM for resolution.
  • Client Education and Support: Work with clients to educate and encourage the use of our VeroLive platform, promoting self-service and efficiency.

Requirements: Acceptable levels of performance, conduct, and attendance in the current role.

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