Service Delivery Lead — Customer Excellence & Compliance

SUEZ; Exeter; Hybrid; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Flexible working arrangements

Health and wellbeing programs

Career advancement opportunities

Job summary

SUEZ is hiring an Assistant Service Delivery Manager in the United Kingdom. You will lead operational teams to deliver a safe, compliant and high-quality service, focusing on reliability, responsiveness and getting things right first time.

You will work with the Senior Service Delivery Manager and cross-functional teams to maintain service levels, resolve issues, and drive improvements while upholding health and safety standards and fleet compliance.

Qualifications

• Proven experience in a management or senior supervisory role, ideally within Waste, Transport, Logistics or a similar operational environment.
• Strong leadership skills with the ability to motivate, develop and hold teams accountable.
• Experience of managing operational performance and delivering against agreed targets and KPIs.
• A strong understanding of Health & Safety and operational compliance.
• Knowledge of fleet management, driver compliance and tachograph requirements would be advantageous.
• Experience of managing employee relations matters, including disciplinary and grievance processes.
• Strong organisational and administrative skills, with the ability to manage competing priorities.
• Excellent communication skills, both written and verbal.
• Strong numerical and analytical skills, with the ability to understand operational data and identify trends and opportunities.
• Good IT skills, including Microsoft Word and Excel.
• A Transport Manager CPC is desirable but not essential.
• A full driving licence is essential.

Responsibilities

• Lead and support operational teams to deliver excellent customer service.
• Monitor service performance and customer KPIs.
• Identify and resolve service failures quickly.
• Support the investigation of customer complaints.
• Drive a right-first-time approach across the operation.
• Ensure customer issues are communicated and resolved effectively.
• Work closely with Customer Service and Commercial teams.
• Manage resources to meet customer and operational requirements.
• Maintain high standards of H&S, fleet and compliance.
• Develop and support supervisors and operational colleagues.
• Drive continuous improvement across the operation.
• Support employee relations and performance management.
• Challenge poor performance and drive accountability.
• Support the Senior Service Delivery Manager with operational performance.
• Deputise for the Senior Service Delivery Manager when required.

Skills

Leadership

Customer service

Communication

Numerical/analytical

IT skills (Word, Excel)

Education

Relevant management/supervisory experience

Tools

Tachograph awareness

Job description

SUEZ is hiring an Assistant Service Delivery Manager in the United Kingdom. You will lead operational teams to deliver a safe, compliant and high-quality service, focusing on reliability, responsiveness and getting things right first time.

You will work with the Senior Service Delivery Manager and cross-functional teams to maintain service levels, resolve issues, and drive improvements while upholding health and safety standards and fleet compliance.