Service Delivery Administrator in Telford

Vital Power Group is one of the fastest-growing, forward-thinking companies in the UK, dedicated to delivering innovative solutions within the critical power and EV charging industries. Our vision is to become the most trusted turnkey solutions partner within both industries, by re-setting customer service benchmarks and transforming customer expectations with honesty, integrity, and passion. Powered by a team of approximately 80 dedicated employees across the UK, Vital Power Group is focused on ambitious growth. Offering a wide range of business and engineering roles, we provide an ideal environment for those eager to contribute to the rapidly evolving landscapes of critical power and EV charging solutions.

As a Service Delivery Administrator, you will act as a key point of contact for incoming customer queries, ensuring all communications are managed efficiently and directed to the correct teams. You will be responsible for triaging and resolving initial enquiries, maintaining and managing shared support inboxes, and ensuring timely and accurate customer communication. The role also includes ownership of job reporting processes, ensuring quality, consistency, and a strong customer experience, as well as identifying follow-on opportunities and supporting internal teams with relevant information to enable efficient quoting and delivery. The role can be based at either our Chester or Telford office, working Monday - Friday, 8:30 am - 5:00 pm.

Roles & Responsibilities

• First-line customer liaison and response, including fault resolution, investigation, and triage to the correct Account Manager or Department.
• Full responsibility and administration of shared support email inbox, including forwarding of emails to the correct Account Manager / Department.
• Customer communication to clarify enquiry details, ask relevant follow-up questions, and investigate requirements to ensure accurate understanding and effective problem resolution.
• Full responsibility and administration of the customer email inbox, including the distribution of purchase order emails to the relevant quoting person.
• Handling urgent issues raised via email and coordinating relevant departments for a response.
• Full responsibility for job reports, including reviewing job cards for grammar, clarity, and professionalism, and making amendments where required to ensure a consistent and high-quality standard.
• Including reviewing job cards from a quality perspective (completeness of information and image quality) and providing feedback to the engineering management team to support ongoing improvements.
• Including sending job cards to customers with a strong focus on the customer experience, ensuring timely communication, clear explanations of issues, and any required next steps or follow-up actions are clearly outlined.
• Full responsibility for sample reports, including saving, filing, and sending reports.
• Creating remedial opportunities for the team following the job report results, including interpretation of recommendations provided, review of previous site and job history, and identification of the most appropriate course of action.
• Including gathering and presenting relevant information in a clear and structured format to enable the team to prepare accurate and efficient quotations.
• CPP administration (as required).
• Distribution of Lead Forensics data to IAMs.
• Promoting a continuous improvement approach, including gathering customer feedback across multiple touchpoints to identify opportunities to enhance service, processes, and the overall customer experience.
• Including collation of feedback to support the development of a Net Promoter Score (NPS).

Person Specification

Criteria - Education, Qualifications & Experience:

Essential:

• Good level of general education.
• Excellent organisational skills.
• Previous experience working in a professional or customer-facing environment.
• Computer literate with experience of Microsoft Office (predominantly Word and Excel).
• Excellent communication, verbal and written skills.
• Ability to manage own workload and establish priorities.
• Experience of working effectively as part of a team, as well as independently.
• Ability to solve problems with a positive attitude.
• Self-motivated and able to learn quickly.
• Strong attention to detail with high levels of accuracy.

Desirable:

• Previous experience in a similar customer support, coordination, or administrative role.
• Experience working within an after-sales, service, or sales support environment.
• Experience handling shared inboxes or customer communication channels.
• Familiarity with CRM systems or job management systems.

What you can expect:

• A discretionary twice per annum, ‘Profit Related Pay’ scheme that ties bonus amounts to the amount of profit made by the business.
• Pension scheme after 3 months of service.
• All employees receive 25 days leave (or equivalent pro-rata) per annum and additional bank holiday days.
• Eligibility to join Vitality, Private Healthcare Scheme, and BHSF Healthcare Cash Plan, after 6 months of service.
• Investment in professional development and training to support you in your role.
• A supportive and positive workplace culture.

Next Steps:

We are an equal opportunity employer. We welcome applications from all suitably qualified persons. If you require any additional support to attend an interview, please let us know in advance. The role is due to commence ASAP after the offer has been made, but we can be flexible with the start date depending on prior commitments. Please note that proof of the right to work in the UK will be required.