Service Delivery Coordinator

Service Delivery Coordinator
Location: Bilsthorpe, Newark, NG22 8UA, UK
Salary: Competitive + Benefits
Contract: Permanent Contract
Hours: Part time - 20 hours per week
Service Delivery Coordinator - Benefits:
• A competitive salary in a growing company committed to our people.
• 29 days holiday incl. bank holidays.
• Holidays increase with length of service.
• Hybrid working.
• Pension contributions.
• Health scheme benefits.
• Lifestyle & Leisure Discounts: Discounts for gym, leisure, cinema, shopping and many more…
• Life Insurance (3 times salary).
• Employee Assistance Program.
• Bike2Work scheme.
• Free on-site parking.
Enva is a full-service and leading provider of recycling and resource recovery solutions, with locations across the United Kingdom and Ireland.
We have an opportunity for a Service Delivery Coordinator to join our Customer Experience Team.
Service Delivery Coordinator - The Role:
To boost the overall customer experience by ensuring that all Enva services are delivered seamlessly, on time, within budget and with a customer centric approach with every interaction.
Service Delivery Coordinator - Key Responsibilities:
• To complete new site set up’s and roll outs seamlessly and within SLA and budget.
• To deliver professional customer orientated onboarding calls.
• To produce and share timeline of events with customers to ensure expectations are clear.
• To produce detailed handover for internal account managers and to provide ongoing support to customers post roll out.
• To respond to all messages in a professional and timely manner from customers, contractors, and internal teams.
• To ensure that all queries are followed up and resolved in an efficient and timely manner with customer focused approach.
• To resolve customer complaints at first point of contact wherever possible, escalate only where necessary.
• To liaise with sub-contractors to resolve customer queries and complaints whilst maintaining a positive working relationship.
• To ensure effective and accurate scheduling of additional services are completed on time.
• To ensure site moves/closures are completed accurately, on time and within budget.
• To produce accurate reports for clients on the usage of their waste services – within SLA.
• Maintaining internal reporting for the customer service department and internal stakeholders.
• Maintaining the internal CRM tool to ensure all records are accurate.
• Management of your own daily workflow to ensure maximum efficiency and accuracy.
• Contributing to customer service dept KPI’s to ensure service levels are met.
• Other duties as required to support the department.
Service Delivery Coordinator - Knowledge, Training, Experience, Technical and Personal Skills:
• Have a strong customer service background.
• Have an enthusiastic customer service focus with a determination to resolve customer issues first time.
• Driven to complete tasks thoroughly and within SLA.
• Positive and motivated with flexible and adaptable attitude.
• Proactive problem solving and solution focussed ability.
• Maintain a high level of knowledge on the services provided by ENVA and the ability to articulate the benefits to customers.
• Excellent written and verbal communication skills and strong telephone manner.
• Well organised and self-disciplined with the ability to work quickly and calmly under pressure.
• Excellent attention to detail.
• Highly organised with the ability to prioritise effectively and to plan and manage own workload.
• Ability to produce reports with minimal errors – measured by dept KPI’s.
• Strong interpersonal skills with the ability to develop effective and positive working relationships within and outside of the department.
• Must demonstrate high levels of integrity and adopt a professional approach in all interactions – should be transparent, open, and honest in all dealings.
• Ability to be flexible and adapt to changing situations and / or systems.
• Maintaining and building rapport with customers and sub-contractors, understanding their needs, and managing expectations.
• Good conflict resolution skills based on a ‘Can do’ attitude.
• A flexible attitude to the team’s work, including a willingness to reprioritise and undertake additional tasks if required.
• Friendly personality and team player.
• Strong PC and technical knowledge and skills with an excellent working knowledge of the Microsoft packages including Word, Excel, and Teams.
If you have the required skills and experience, click on APPLY and forward your up-to-date CV.
Please be advised due to the high number of applications should you not hear from us within 4 weeks, your application on this occasion has been unsuccessful. We thank you for expressing your interest in this role.
No agencies please