Service Delivery Specialist

QA; Cheltenham; Hybrid; GBP 22.000 - 32.000; Vollzeit

Benefits dieser Stelle

27 days annual leave

Holiday Buying scheme

Medicash plan, Wellhub, Cycle to Work

Private Medical Insurance

Employee Assistance Programme

Employee Discounts Benefit Hub

3 Development days

2 Charity days per year

Pension Scheme

Early Friday Finish at 4pm

Zusammenfassung

QA is seeking an organised Events Coordinator in Cheltenham to deliver high-quality booking and enquiry handling within SLA. The role requires DV clearance or willingness to undergo clearance.

You will coordinate end-to-end training delivery, manage learner enrolments and communications, and work with customers, learners, trainers and colleagues to maintain service levels and resolve issues promptly.

Qualifikationen

• Experience coordinating events within a bookings team.
• Ability to manage multiple tasks to tight deadlines in a high-volume environment.
• Proven ability to analyse, evaluate and report data to support decisions.
• Excellent time and task management in a dynamic setting.

Aufgaben

• Deliver a high-quality service experience for learners, customers, and trainers.
• Coordinate and administer the end-to-end delivery of training programmes.
• Manage learner enrolments, bookings, communications, and training logistics.
• Monitor programme progress and resolve issues to ensure successful outcomes.
• Build and maintain effective relationships with customers, learners, trainers, and internal stakeholders.
• Manage service requests, queries, escalations, and complaints through to resolution.
• Ensure accurate maintenance of learner records, documentation, and systems.
• Manage a high volume of calls across dual phone lines.
• Monitor service performance, learner feedback, and operational metrics.
• Identify and implement improvements to processes, systems, and ways of working.
• Prioritise workloads and manage multiple activities to meet agreed service levels.
• Collaborate across teams to support operational objectives and business goals.
• Take ownership of tasks and contribute to a positive, high-performing team culture.

Kenntnisse

DV clearance

Time management

Customer service

People skills

Data analysis

MS Office (Excel/PowerPoint)

Presenting to clients

Teamwork

Resilience

Tools

Excel

PowerPoint

Jobbeschreibung

About The Role

For this role, you will be required to hold or be willing to undergo DV clearance.

Role overview

Coordinating Events to ensure booking and enquiry turnaround times are maintained and a consistently high level of customer service is provided to bookers, learners, and colleagues within SLA (Service level agreements)

Key responsibilities

• Deliver a high-quality service experience for learners, customers, and trainers.
• Coordinate and administer the end-to-end delivery of training programmes.
• Manage learner enrolments, bookings, communications, and training logistics.
• Monitor programme progress and resolve issues to ensure successful outcomes.
• Build and maintain effective relationships with customers, learners, trainers, and internal stakeholders.
• Manage service requests, queries, escalations, and complaints through to resolution.
• Ensure accurate maintenance of learner records, documentation, and systems.
• Manage a high volume of calls across dual phone lines.
• Monitor service performance, learner feedback, and operational metrics.
• Identify and implement improvements to processes, systems, and ways of working.
• Prioritise workloads and manage multiple activities to meet agreed service levels.
• Collaborate across teams to support operational objectives and business goals.
• Take ownership of tasks and contribute to a positive, high-performing team culture.

Experience

• Event Co-ordination / Administration within a bookings team
• Time Management – proven experience of working to tight deadlines in a high processing volume environment.
• People skills – proven experience in working as part of a successful team.
• Customer Service issue escalation – proven experience of managing issue resolution.
• Comfortable presenting to clients both face to face and virtually.
• Effective time and task management.
• Proficient in analysing, evaluating and reporting data.
• Innovative when solving problems operating with a solution orientated approach.
• Resilient and able to adjust when working in a dynamic environment.
• Microsoft office (including Excel and PowerPoint).

KPIs and SLAs

• Productivity stats
• Quality Stats
• Learner and trainer feedback via on-line evaluation forms
• Management and team communication via one to ones and regular review meetings.

Key working relationships

• Training Centre Administrators, Scheduling Team, Customer Relationship Managers
• Operations Team – Purchase Ledger, Scheduling, Courseware, Virtual Learning and Exam Admin
• Customer – Operational Security and key bookers within the customer

About Us

Wellbeing & benefits

Your wellbeing matters to us. That’s why we offer benefits designed to help you recharge and thrive, including:

• 27 days Annual Leave (4 days used for the festive closure) plus Bank Holidays
• Holiday Buying scheme
• Medicash plan, Wellhub, Cycle to Work scheme
• Private Medical Insurance at corporate rates
• Employee Assistance Programme
• Employee Discounts Benefit Hub
• 3 Development days
• 2 Charity days per year
• Pension Scheme
• Early Friday Finish at 4pm

Personal growth

Learning and opportunity is at the core of what we do - and that applies to you too!
You’ll have the unique opportunity to develop your skills on our QA authored courses in the latest tech (you’ll get 3 training days/year to do this). You can also delve deep into our world-class digital learning content on a variety of tech and business topics. Or perhaps you’d like to enrol on a Degree or Masters programme to enhance your skillset or learn new things.

Our people

We are an equal opportunity employer, focused on promoting a welcoming and inclusive environment. We embrace diversity, welcome applications from all candidates and aim to support the career growth of everyone. This means no matter what your gender, age, ethnicity, beliefs, or sexual orientation, or if you are disabled or a carer, we welcome you and the different perspectives you bring to our diverse family. We’re proud of the progress we’ve achieved over the last few years to build an inclusive culture and celebrate our diversity.

As a Disability Confident Employer, we guarantee that all applicants with a disability who meet the role criteria will progress to the next stage of the process. Please let us know if you require any reasonable adjustments.

A little about QA

At QA, we believe the future belongs to organisations that are able to learn, master and apply new skills at pace and scale. As the largest tech training company in the UK and the fastest growing in the US, we partner with 96% of the FTSE and most of the Fortune 500. We have served over 4,000 customers and 1+ million learners in the last 3 years.

Our Mission

We teach the critical AI, technology, digital and Human skills needed to transform and succeed in a changing world. We do this through tailored learning programmes that connect learning across an organisation, create continuity for learners, and feature collaborative, cohort-based modalities to apply skills at pace and at scale. Our unique end-to-end learning solutions draw from deep expertise across Apprenticeships, Instructor-led training, Self-paced Learning and Blended Learning.

You can find out more about us at https://www.qa.com/about/careers/