End-to-End Service Delivery Coordinator

BT Group; Chippenham, Dumbarton; On-site; GBP 27,000 - 42,000; Full time

Benefits offered by this job

Private GP

Carers leave

Parental leave

Product discounts

Pension plan

Holiday purchase scheme

Job summary

BT Group in the UK seeks a Service Request Coordinator to manage end-to-end delivery of customer service requests for national infrastructure projects. You will collaborate across teams, drive timely fulfilment, maintain contract-specific SLAs, and keep customers informed with regular status updates.

The role emphasizes proactive risk escalation, continuous improvement, and adherence to security protocols in a desk-based environment requiring UK government clearance readiness.

Qualifications

• Good IT literacy including MS Office and multi-system usage.
• Prioritisation of workload with complex orders.
• Ability to work independently and in teams.

Responsibilities

• Accountable for timely end to end delivery of Customer Service Requests according to contract specific T&Cs.
• Managing pre-defined, complex, and contract bespoke service requests through the Service Request Management and Fulfilment process in line with ITIL guidelines.
• Keeping customer informed throughout the Service Request Management and Fulfilment process and provide standard status reports, to ensure a high level of customer satisfaction.
• Performing proactive jeopardy management and escalations to ensure adherence to customer SLA.
• Identifying customer requirements and liaise with other departments within BT and respective contracts or customer, also 3rd parties whenever necessary.
• Assigning tasks to relevant fulfilment teams for design, costing, delivery, etc. and ensure timely and quality completion of those tasks.
• Continuously improve contract specific processes to increase customer satisfaction and profitability.
• Working to agreed operational performance measures, whilst maintaining the appropriate level of product, network & system knowledge for the role.

Skills

MS Office

Prioritisation

Independent & collaborative work

Tools

ITIL

Job description

BT Group in the UK seeks a Service Request Coordinator to manage end-to-end delivery of customer service requests for national infrastructure projects. You will collaborate across teams, drive timely fulfilment, maintain contract-specific SLAs, and keep customers informed with regular status updates.

The role emphasizes proactive risk escalation, continuous improvement, and adherence to security protocols in a desk-based environment requiring UK government clearance readiness.