Client Experience & Service Delivery Coordinator

Lancer Scott Holdings Ltd; Gloucester; On-site; GBP 24,000 - 32,000; Full time

Job summary

Lancer Scott Holdings Ltd is seeking an organised Service Delivery support role in Bristol to act as the first point of contact for clients and engineers. You will process new and existing work orders, ensure timely responses and maintain strong client relationships to deliver excellent service.

The role emphasizes fast-paced, dynamic tasks with adherence to SLAs and KPIs, diary management, and cross-team collaboration to deliver outstanding client experiences.

Qualifications

• Customer-focused attitude and willingness to help.
• Able to work at pace and adapt to customer needs.
• Excellent organisational skills with multitasking and deadlines.
• Proficiency in Microsoft Office and ability to learn new systems.
• Professional written and verbal communication.
• Collaborative approach to team success.

Responsibilities

• Build strong relationships with external and internal clients and engineers.
• Be the first point of contact for clients by phone or email.
• Ensure work orders are recorded, allocated and processed in the CAFM system.
• Respond to client enquiries within set timescales.
• Ensure orders meet client SLAs and KPIs.
• Maintain diary management and complete tasks within timeframes.
• Meet client requirements set by the Head of Service Delivery.
• Manage mailbox and highlight emergency call outs for action.
• Assign works to engineers/subcontractors by skill set and area.
• Raise purchase orders and update Lancer Scott CAFM system and client portals.

Skills

Customer-focused attitude

Multitasking ability

Excellent organisational skills

Professional communication

Team collaboration

Problem-solving

Tools

CAFM system

Job description

Lancer Scott Holdings Ltd is seeking an organised Service Delivery support role in Bristol to act as the first point of contact for clients and engineers. You will process new and existing work orders, ensure timely responses and maintain strong client relationships to deliver excellent service.

The role emphasizes fast-paced, dynamic tasks with adherence to SLAs and KPIs, diary management, and cross-team collaboration to deliver outstanding client experiences.