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For Companies At a Glance
- Tasks: Ensure top-notch service delivery and improve processes while managing requests and performance.
- Company: Join one of the UK's fastest-growing private companies, supporting drivers through their repair journey.
- Benefits: Enjoy 33 days holiday, health cash plans, life assurance, and fun perks like free breakfasts!
- Why this job: Be part of a dynamic team that values growth, collaboration, and making a positive impact.
- Qualifications: Strong Excel skills, analytical mindset, and excellent communication abilities are essential.
- Other info: Work in a supportive environment with opportunities for career development and recognition.
The predicted salary is between 20800 - 31200 £ per year.
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 progress
• Ensuring 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.
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Service Delivery Agent employer: Activate Group Limited
Contact Detail:
Activate Group Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Agent
✨Tip Number 1
Familiarise yourself with the key performance indicators (KPIs) and service level agreements (SLAs) relevant to the role. Understanding these metrics will help you demonstrate your ability to monitor and improve service delivery during interviews.
✨Tip Number 2
Brush up on your Excel skills, as strong technical abilities in this area are a must for the position. Consider taking an online course or practicing with real data sets to showcase your proficiency.
✨Tip Number 3
Prepare examples of how you've successfully managed relationships with stakeholders or vendors in previous roles. This will highlight your communication and relationship management skills, which are crucial for a Service Delivery Agent.
✨Tip Number 4
Research common challenges in service delivery and think about how you would approach problem-solving in those situations. Being able to discuss your analytical and problem-solving skills will set you apart from other candidates.
We think you need these skills to ace Service Delivery Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the responsibilities of a Service Delivery Agent. Emphasise your technical skills, analytical abilities, and any previous experience in service delivery or customer service.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention specific aspects of the job description, such as performance monitoring and problem management, and explain how your background makes you a great fit.
Highlight Key Skills: In your application, clearly outline your strong Excel skills, communication abilities, and problem-solving capabilities. Use examples from past experiences to demonstrate how you've successfully managed service requests or improved processes.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects attention to detail, which is crucial for a Service Delivery Agent role.
How to prepare for a job interview at Activate Group Limited
✨Understand the Role
Make sure you have a clear understanding of what a Service Delivery Agent does. Familiarise yourself with key responsibilities like monitoring service performance and managing service requests, as well as the importance of SLAs and KPIs.
✨Showcase Your Analytical Skills
Be prepared to discuss your analytical skills during the interview. Highlight any experience you have in analysing data, identifying trends, and developing solutions to improve service delivery processes.
✨Demonstrate Communication Skills
Since the role involves interacting with various stakeholders, practice articulating your thoughts clearly. Use examples from past experiences where you successfully communicated complex information or resolved issues through effective communication.
✨Prepare for Problem-Solving Scenarios
Expect questions that assess your problem-solving abilities. Think of specific instances where you identified root causes of issues and implemented effective solutions, especially in a fast-paced environment.
