Service Delivery Coordinator

Location: Birchwood
Salary: £24,500 per annum
Contract: Permanent, full-time (37.5 hours per week)
Working Hours: Shift rotation between 8:00-16:00 and 9:00-17:00, with occasional 10:00-18:00 shifts as required
Hybrid Working: Two days remote (Monday & Wednesday) and three days office-based – subject to change to meet the needs of the business

Job role

As an Service Delivery Coordinator you will play a crucial part to ensure service users\’ needs are met within agreed timeframes in accordance with Serco\’s contractual obligations to UK Visa\’s & Immigration (UKV&I), in relation to accommodation (and transport) for service users.

Key responsibilities

You will be responsible for building effective relationships with key stakeholders, both internally and externally across the Asylum Accommodation and Support Services contract to ensure excellent service delivery standards. You will ensure appropriate scheduling and prioritising of repairs and defects to internal and external operatives, including correct category of work, timescales and correct recipient, in compliance with the contractual requirements.

Some of your other key accountabilities will include:

• Maintain data integrity of the IT systems to support performance reporting
• Deal with vendor queries on a daily basis and elevate to Service Delivery Manager where appropriate
• Review classifications of reported defects and re‑classify any incorrectly categorised defects fed through to the IT system
• Ensure all responses to the Authority requests are completed within contractual timescales
• Ensure appropriate scheduling and prioritising of repairs and defects to internal and external operatives, including correct category of work, timescales and correct recipient, in compliance with the contractual requirements of KPI\’s 5, 6 and 7
• Ensure timely responses and updates are received from internal and external repairs operatives

What you need to do the job

You will have the ability to successfully engage and create successful working relationships with both internal and external stakeholders. You should demonstrate effective time management skills and ability to manage and deliver a variety of priority tasks, prioritising own workload to meet specific timescales without prompt. You should have strong ICT skills.

Additional / Special features of the role

• Security clearance at Counter Terrorism Check level and Criminal Record Bureau checks are required (the role is exempt from the Rehabilitation of Offenders Act 1974 and all offers of employment are subject to security clearance checks and approval by the Home Office)

Why Serco?

Meaningful and vital work: As part of a highly collaborative team, you\’ll be able to strongly influence hiring managers\’ efforts that help us deliver vital services.

A world of opportunity: Working for a globally operating business delivering essential services across 5 vital sectors, your next opportunity and challenge won\’t be hard to find.

Great people: You\’ll find yourself working with a variety of highly motivated, supportive and experienced colleagues, where no two days are the same.

What we offer

• Pension – up to 6%
• Childcare vouchers
• Bike4Work scheme
• Employee Assistance Programme
• Chance to contribute to innovation in the public services
• A company passionate about diversity and inclusion
• Serco Benefits package – discounts include cinema, Merlin entertainment and online shopping discounts, cycle to work scheme and discounts on mobile phone plans and leisure centre memberships
• A safe and supportive culture

About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

Apply

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Serco is a Disability Confident Employer committed to employing and retaining people with disabilities. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.

We see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates. We\’re a proud holder of the Silver Inclusive Employer Standard and we actively encourage applications from females, those with disabilities or from an ethnic minority background.