Service Delivery Administrator

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

Why work for us?

Established in 1998 Lancer Scott offers renowned high-quality construction projects and facilities management services. Based in the heart of Bristol we have enjoyed success and significant growth, particularly in the last four years with turnover increasing from £56 million in 2020 to £125 million in 2025.

To ensure our business remains fully supported we are investing into our people strategy and infrastructure to give our employees the tools to perform to the best of their ability. If you would like to join a rapidly expanding business that can offer up good opportunities for career development and professional personal growth,

What will be my core responsibilities?

This is an additional role within our busy Service Delivery team to support a new contract that we have recently won. You will be the first point of contact to our external and internal clients, supporting the business in processing new and existing work orders via our internal system. you will play a key role within the Service Delivery Team to ensure we provide a great client experience. Its a fast paced and dynamic role, and you'll work with colleagues who strive to go over and above to solve a problem.

• Build strong relationships with external and internal clients, delivering an exceptional client experience.
• Be the first point of contact for clients and engineers that are contacting the Service Delivery Team by phone or email.
• Ensure all work orders are recorded accurately, allocated and processed in line with the process via our internal CAFM system and client portals.
• Respond to enquires from our Clients, Account Managers and Engineers within set timescales.
• Ensure work orders are processed meeting client SLAs, KPIs and internal process.
• Maintain diary management and ensure that all tasks set by Team Leader and Head of Service Delivery are completed with the correct timeframe.
• Meet all client requirements set by Account Mangers & Head of Service Delivery.
• Manage and monitor the mailbox throughout the day highlighting emergency call outs for team members to action.
• Ensure all works are assigned to the correct LS Engineer/ Subcontractor via skill set and area and that each day is strategically planned, and all work is to be delivered & completed within the FSLA.
• Manage all works sent to a subcontractor, raising purchase orders at the correct mandate level. Obtaining weekly updates/ ETAs transferring all information to both Lancer Scott CAFM system and Client portal.

What skills and experience do I need to be successful in this role?

• A customer-focused attitude and willingness to problem solve and help.
• Happy and able to work at pace and be flexible to respond to customer needs.
• Excellent organisational skill with the ability to multitask, prioritise and meet deadlines.
• Proficiency in Microsoft Office Suite including Word, Excel and Outlook and to learn new systems.
• A professional communication style, both written and verbal.
• A collaborative approach to contribute to team success.

We are an equal opportunities employer committed to creating a diverse and inclusive environment and welcome applications from all suitably qualified candidates.