Service Delivery Lead – Field Operations & Customer Experience

Phenna Group; Cardiff; On-site; GBP 32,000 - 45,000; Full time

Job summary

Cansford Laboratories, part of Phenna Group, is seeking a Service Delivery Supervisor in Cardiff to ensure reliable, high-quality service from order to completion. You will own the day-to-day running of the sample collector network, coordinate large-scale collections and be the customer-facing owner of operational complaints and service recovery.

Working closely with Laboratory Operations, Quality and Sales, you will drive improvements in collection lead times, network resilience and overall

Qualifications

• Experience coordinating service delivery, field networks, logistics or multi-party activity.
• Strong planning, prioritisation and problem-solving skills, with ability to juggle multiple cases.
• Confidence handling complaints and coordinating teams to fix root causes.
• Strong administrative and digital skills to track performance and actions.
• Calm, practical and highly organised approach with pace.

Responsibilities

• Own the performance of the collector network, onboarding, coverage, availability and continuous improvement.
• Run the collector assurance process with documentation, training and competency evidence.
• Coordinate complex and large-scale collections, including scheduling and geographic coverage for major projects.
• Own operational customer complaints and service recovery, communicating with customers through to resolution.
• Gather customer feedback and themes, sharing insights with Sales, Marketing and Laboratory Operations.
• Identify operational risks early and escalate quality, technical or commercial issues.
• Ensure invoicing and downstream processes have accurate operational information.
• Drive improvements in collection lead times, network resilience and customer experience.

Job description

Cansford Laboratories, part of Phenna Group, is seeking a Service Delivery Supervisor in Cardiff to ensure reliable, high-quality service from order to completion. You will own the day-to-day running of the sample collector network, coordinate large-scale collections and be the customer-facing owner of operational complaints and service recovery.

Working closely with Laboratory Operations, Quality and Sales, you will drive improvements in collection lead times, network resilience and overall