Service Delivery Coordinator - Client Experience

Confidential; West of England, Bath; On-site; GBP 26,000 - 34,000; Full time

Job summary

Lancer Scott, based in Bristol, is expanding its Service Delivery team to support a newly won contract. You will be the first point of contact for clients and engineers, processing new and existing work orders through our CAFM system and client portals, while ensuring timely responses and high service levels.

Join a fast-paced, collaborative environment where diary management, deadline adherence, and effective communication with Account Managers and the Head of Service Delivery are essential to

Qualifications

• Customer-focused attitude and problem-solving skills.
• Ability to work at pace and adapt to customer needs.
• Excellent organisational skills with multitasking and deadlines.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) 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, delivering an exceptional client experience.
• Be the first point of contact for clients and engineers 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 CAFM system and client portals.
• Respond to enquiries from Clients, Account Managers and Engineers within set timescales.
• Ensure work orders meet client SLAs, KPIs and internal processes.
• Maintain diary management and ensure tasks from Team Leader and Head of Service Delivery are completed on time.
• Meet client requirements set by Account Managers & Head of Service Delivery.
• Monitor mailbox and highlight emergency call outs for action.
• Ensure works are assigned to correct engineers/subcontractors by skill and area; plan daily work to meet FSLA.
• Manage works sent to subcontractors, raise purchase orders, and transfer updates to CAFM system and client portal.

Skills

Customer focus

Problem solving

Multitasking

Organisation

MS Office

Communication

Team collaboration

Tools

CAFM system

Job description

Lancer Scott, based in Bristol, is expanding its Service Delivery team to support a newly won contract. You will be the first point of contact for clients and engineers, processing new and existing work orders through our CAFM system and client portals, while ensuring timely responses and high service levels.

Join a fast-paced, collaborative environment where diary management, deadline adherence, and effective communication with Account Managers and the Head of Service Delivery are essential to