At a Glance
- Tasks: Coordinate service delivery, resolve issues, and ensure smooth job progress.
- Company: Award-winning broadband provider with a focus on employee wellbeing.
- Benefits: Extra days off, private medical insurance, pension matching, and retail discounts.
- Other info: Hybrid working model with excellent career growth opportunities.
- Why this job: Join a dynamic team and make a real impact in a fast-paced environment.
- Qualifications: Strong communication skills and experience in operational coordination.
The predicted salary is between 51750 - 63250 £ per year.
Job title
Service Delivery Coordinator (6 Month Full time Contract)
Office location with Hybrid working
- Hammersmith London
- Competitive salary with hybrid working
About the role and the Team
As a Service Delivery Coordinator, you'll play a key role in preventing service, repair and connection jobs from becoming remedial work.
You'll take ownership of the end-to-end coordination of failed jobs, working closely with our Repair Helpdesk, Area Managers, Project Engineers and field teams to identify opportunities to recover work quickly and efficiently.
You'll be responsible for resolving access issues, coordinating with internal and external stakeholders, keeping customers informed, and ensuring jobs progress smoothly through to completion.
This is a fast-paced, highly collaborative role where proactive problem-solving and excellent organisation are essential.
We're looking for people who thrive in a fast-paced operational environment and enjoy solving problems, coordinating multiple priorities and working collaboratively across teams.
What will you be doing?
- Triage failed Service & Repair (S&R) and Connections jobs, identifying recoverable work and genuine remedial cases.
- Coordinate with the Helpdesk to route recoverable jobs to the Save the Day team on the same day.
- Manage REM and OTA queues, prioritising workloads and reducing dwell times.
- Resolve delays relating to access, building managers, landlords and council approvals.
- Coordinate with internal teams to keep jobs progressing and ensure timely resolution.
- Monitor KPIs and service targets, taking ownership of issues through to completion.
- Liaise with internal and external engineers, ensuring they have the information required to complete work successfully.
- Manage engineer appointments, optimising schedules to maximise productivity and minimise failed visits.
- Stakeholder Management
- Build strong relationships with building managers, landlords, councils and business partners to remove barriers to delivery.
- Work closely with the Helpdesk, Area Managers, Project Engineers and Delivery Managers to resolve escalations.
- Keep customers informed with timely updates on appointments, job progress and expected resolution.
- Identify recurring issues and trends, escalating insights and improvement opportunities to management.
- Systems & Administration
- Maintain accurate job records, trackers and system updates throughout the job lifecycle.
- Ensure documentation and notes are complete and up to date.
- Work with business partners to maintain accurate and timely system updates.
- Support continuous improvement initiatives within the Remedials Avoidance function.
What we are looking for?
- Excellent written and verbal communication skills.
- A professional and confident telephone manner when dealing with customers and third parties.
- Experience working in a busy office or operational coordination environment.
- Strong organisational skills with the ability to prioritise multiple tasks and work to deadlines.
- The ability to work independently and use initiative while remaining a collaborative team player.
- Experience using Microsoft Office applications.
- Confidence using Google Maps or other mapping and location-based systems.
- The ability to communicate effectively with colleagues and stakeholders at all levels of the business.
- A basic understanding of ISP (Internet Service Provider) network operations or telecommunications environments - Desirable
Why work for us?
We are proud to have been recognized as the Which?
Great Value Broadband Provider in March 2026.
In 2023, we were voted Broadband Provider of the Year at the Uswitch Telecoms Awards by 20,000 customers and received the Fair Terms Gold Award.
Additionally, we have earned the Great Place to Work Certification (2022–23) and were named among the UK's Best Workplaces for Wellbeing (2022).
- Some of our key Benefits
- Extra days off for your birthday, moving home, wedding/civil partnership and to volunteer
- Private medical Insurance provided by AXA health
- Partnership with the Kings Trust
- Our pension scheme matches your contributions up to 4%
- Retail offers — discounts from hundreds of recognisable brands
- Free Hyperoptic broadband if you live in a Hyperoptic area
- Enhanced pay for new parents
We're committed to providing equal opportunities to all applicants and employees.
In fact, this is at the heart of our culture and values.
We welcome applications from candidates from all walks of life.
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Service Delivery Coordinator employer: Hyperoptic
Hyperoptic is an exceptional employer that prioritises employee growth and well-being, offering a competitive salary and a generous benefits package including 25 days of paid holiday, private medical insurance, and enhanced parental pay. Our hybrid working model in Hammersmith fosters a collaborative and inclusive work culture, where you will have the opportunity to lead critical commercial strategies and make a significant impact on our ambitious growth plans while enjoying the flexibility of global remote working for up to two weeks a year.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Coordinator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hyperoptic. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hyperoptic before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Delivery Coordinator
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hyperoptic:Your cover letter is your chance to shine! Tell us why you want to work at Hyperoptic specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hyperoptic!
How to prepare for a job interview at Hyperoptic
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
