Job Description

Job title:

Service Delivery Agent

Department:

Contact Centre

Location:

Peterborough

Hours:

Monday - Friday between 0800 - 1630 / 0900 - 1700

Salary:

26,000

We're looking for a Service Delivery Agent to be part of our success story.

Listed in the 2022 Sunday Times 100: Britain's fastest-growing private companies.

Great career development opportunities - grow with us.

About the role

A Service Delivery Agent focuses on ensuring the quality and efficiency of delivering service. They monitor service performance, manage service requests, and work to improve service delivery processes.


This role often involves coordinating with various teams, managing relationships with vendors, and ensuring adherence to service level agreements (SLAs).

Key responsibilities

Overseeing Service Delivery:

Ensuring services are delivered according to agreed-upon service level agreements (SLAs) and meeting defined key performance indicators (KPIs)Performance Monitoring and Reporting:

Tracking key performance indicators (KPIs) and SLAs, generating reports, and identifying areas for improvement.Problem Management:

Identifying and resolving issues that arise during service delivery, often working with various teams and stakeholders. Implementing preventative measures where possible.Service Request Management:

Handling and fulfilling service requests, ensuring timely resolution and communication with users.Process Improvement and Project Management:

Analysing existing processes, identifying inefficiencies, and recommending improvements to enhance service delivery. May be involved in managing projects related to service delivery, including planning, execution, and tracking progressEnsuring Compliance:

Ensuring that all service delivery activities comply with relevant policies, regulations, and security requirements.Relationship Management:

Building and maintaining relationships with internal teams, vendors, and stakeholders to ensure effective communication and collaboration.

Skills and experience

Technical Skills: Strong understanding of Operational infrastructure, systems and applications. Strong Excel Skills are a must. Analytical Skills: Ability to analyse data, identify trends, and develop solutions to problems. Communication Skills: Excellent verbal and written communication skills for interacting with various stakeholders at all levels. Problem-Solving Skills: Ability to troubleshoot issues, identify root causes, and implement effective solutions to maximise efficiencies and quality. Organizational Skills: Ability to manage multiple tasks, whilst working in a fast-paced environment and prioritize effectively to meet deadlines. Customer Service Skills: Strong interpersonal skills, with the ability to provide excellent customer service and support. Technical understanding: Relevant to the service being delivered (e.g. Operational Experience, ideally call centre based).

Benefits

33 days holiday (including bank holidays) Personal health cash plan - claim back the cost of things like dentist and optical check ups Enhanced maternity / paternity / adoption / shared parental pay Life assurance: three times basic salary Free breakfasts and fruit Birthday surprise for everybody!

What you can expect from us

At Activate Group, looking after team members is a major priority. Whether you're at our smart Halifax or Peterborough offices, one of our AAR sites or working from home, we'll make sure you have all the support you need to succeed.


From benefits that put your health and wellbeing first, to impressive rewards for our employee of the month, and little perks like free fruit and cereal, we'll go out of our way to show how much we appreciate you.

A bit about us

Named by the Sunday Times as one of the UK's 100 fastest-growing private companies, we employ more than 700 team members nationwide.


We work with some of the UK's largest fleets and insurance companies, supporting drivers that have been involved in a road incident at our contact centres in Halifax and Peterborough.


We look after every step of the repair process, repairing vehicles at our own Activate Accident Repair body shops, and through a UK-wide network of independent repair partners.


Want to know what it's like to work with us? Take a look at our purpose and values. They define who we are, and how we work with team members, customers and suppliers:

Purpose:

Make someone's bad day better

Values:

Make it happen - Be accountable. Take the initiative, work fast, and do a great job. Strive for better - Be bold. Challenge the norm - make small improvements often. * Win together - Be a team-player. Win together, learn together, respect each other.