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Service Delivery Coordinator
2 weeks ago
Role Overview We are looking for a Service Delivery Coordinator (SDC) to manage customer orders from start to finish, ensuring smooth delivery and excellent service. As the SDC, you will be the main point of contact for customers from the time they sign up until their service is fully delivered. Your role involves regular communication with customers, building strong relationships, and making sure their orders are handled efficiently. You will work with internal teams when needed and learn more about complex processes to ensure high‑quality delivery. If technical support is required, you will collaborate with specialized team members to get the job done. This role involves hands‑on project management, a willingness to learn, and a focus on delivering great customer service. Key Responsibilities Own the full lifecycle of customer orders: manage every stage from onboarding to final delivery, ensuring timelines and expectations are met. Customer Champion: be the main point of contact, prioritise customer needs, and develop strong, lasting relationships from day one. Project Management: coordinate delivery of each order, manage multiple projects simultaneously, and ensure a flawless experience. Adaptability & Continuous Learning: stay current with technical knowledge, upskill yourself, and learn more to handle increasingly technical aspects. Collaboration: work with internal teams (sales, build, networks) to draw on expertise and resolve complex or technical challenges. Problem‑Solving: identify potential blockers during onboarding, delivery, and post‑delivery; own the resolution process and collaborate with relevant teams. Customer Service Excellence: deliver exceptional service throughout, ensuring satisfaction and preventing churn while maximising growth opportunities. Proactive Engagement: obtain customer testimonials and feedback, maintaining accurate records in all internal systems. Customer Retention: monitor post‑delivery relationships, work with Account Managers to address dissatisfaction or churn risks, and take proactive steps to maintain long‑term relationships. The Right Candidate Strong Project Management Skills – demonstrate ability to manage multiple projects and ensure timely, high‑quality deliveries. Customer Service Excellence – proven experience building relationships with senior decision‑makers and executives. Adaptable and eager to learn – quick learner with a desire to continuously upskill, especially in technical fibre knowledge. Collaboration & Communication – excellent communication and coordination across teams with customer priority. Problem Solver – comfortable owning challenging situations and finding creative solutions. Attention to Detail – meticulous in managing project timelines and keeping customer information accurate. Industry Experience – telecoms/fibre experience is beneficial, with willingness to learn and upskill. Technical Knowledge – understanding of Direct Internet, Protected Internet, Fibre, NNI, Data Centres. Off‑net Delivery Experience – experience managing off‑net providers delivering services for customers. MS Office proficiency. Benefits Employee Share Plan – opportunity to become a shareholder. Company pension scheme. Bonus scheme. 25 days of annual leave, increasing with years of service (excluding bank holidays). Private Healthcare. Life assurance. Income Protection. Access to spill, our mental health support partner. Cycle to work scheme. Half‑price gym memberships through the healthcare provider. Free eye test. Travel loan. Hastee app for managing salary and finances. Diversity, Inclusion, And Equal Opportunities We aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race. We promote a working environment free of bullying, harassment, victimisation, and unlawful discrimination, ensuring dignity and respect for all, and recognising and valuing individual differences and staff contributions. Responsibilities include staff conducting themselves to help provide equal opportunities in employment and prevent bullying, harassment, victimisation, and unlawful discrimination. Vorboss promotes step‑free access at our main headquarters, while considering physical barriers employees might face across all other sites. #J-18808-Ljbffr
