Service Delivery Coordinator

Serco Limited; Town of Birchwood (WI); Hybrid; USD 36,000 - 40,000; Full time

Benefits offered by this job

Pension up to 6%

Employee Assistance Programme

Diversity & inclusion

Benefits portal

Job summary

Serco Limited in Birchwood seeks a Service Delivery Coordinator to ensure asylum accommodation services meet contractual obligations under UKV&I. You will manage stakeholder engagement, coordinate repairs and defects, and maintain data integrity across systems.

The role includes two remote days and three days in the office, with required security checks and a focus on timely responses to authorities. Competitive benefits apply.

Qualifications

• Ability to engage and build relationships with internal and external stakeholders.
• Strong ICT skills.
• Excellent time management and ability to deliver multiple priorities.

Responsibilities

• Build and maintain effective relationships with stakeholders across Serco's UKV&I contract.
• Schedule and prioritise repairs and defects for internal and external operatives, with correct category and timescales.
• Maintain data integrity of IT systems to support performance reporting.
• Deal with vendor queries daily and escalate to the Service Delivery Manager when needed.
• Review defect classifications and re-classify as required in the IT system.
• Ensure responses to Authority requests are completed within contractual timescales.

Job description

Location: BirchwoodSalary: £28,500 per annumPermanent, full-time (37.5 hours per week)Working Hours: Shift rotation between 8:00–16:00 and 9:00–17:00, with occasional 10:00–18:00 shifts as requiredHybrid Working: Two days remote (Monday & Wednesday) and three days office-based

- subject to change to meet the needs of the business

As an Service Delivery Coordinator you will play a crucial part to ensure service users’ needs are met within agreed timeframes in accordance with Serco’s contractual obligations to UK Visa’s & Immigration (UKV&I), in relation to accommodation (and transport) for service users.

You will be responsible for building effective relationships with key stakeholders, both internally and externally across the Asylum Accommodation and Support Services contract to ensure excellent service delivery standards. You will ensure appropriate scheduling and prioritising of repairs and defects to internal and external operatives, including correct category of work, timescales and correct recipient, in compliance with the contractual requirements.

Some of your other key accountabilities will include:

- Maintain data integrity of the IT systems to support performance reporting

- Deal with vendor queries on a daily basis and escape to Service Delivery Manager where appropriate

- Review classifications of reported defects and re-classify any incorrectly categorised defects fed through to the IT system

- Ensure all responses to the Authority requests are completed within contractual timescales

- Ensure appropriate scheduling and prioritising of repairs and defects to internal and external operatives, including correct category of work, timescales and correct recipient, in compliance with the contractual requirements of KPI’s 5, 6 and 7

- Ensure timely responses and updates are received from internal and external repairs operatives

What you need to do the job

You will have the ability to successfully engage and create successful working relationships with both internal and external stakeholders. You should demonstrate effective time management skills and ability to manage and deliver a variety of priority tasks, prioritising own workload to meet specific timescales without prompt. You should have strong ICT skills.

Additional / special features of the role

- Security clearance at Counter Terrorism Check level and Criminal Record Bureau checks are required (the role is exempt from the Rehabilitation of Offenders Act 1974 and all offers of employment are subject to security clearance checks and approval by the Home Office)

Why Serco?

A place you can make an impact

- With approximately 20,000 asylum seekers and more than 5,000 properties you’ll be delivering an essential service that touch people’s lives.A place you can count on

- Our diverse UK-wide operations offer unrivalled opportunities to learn and develop. You’ll be able to broaden your experience and apply your skills in new ways.A place for you

- We are a motivated team who will encourage you and help you to succeed. You’ll have the resources you need to do your job in a diverse and supportive environment.

What we offer

- Pension up to 6%

- Employee Assistance Programme

- Chance to contribute to innovation in the public services

- A company passionate about diversity and inclusion

- A Serco benefits portal offering a wide range of discounts for major high street brands in Retail, Leisure & Hospitality

- A safe and supportive culture

- A company passionate about diversity and inclusion

All Serco employees must ensure that their current line manager is aware of their application.For confidential enquiries please contact MyHR. Serco are Disability Confident Leader employers and are committed to employing and retaining people with disabilities. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.

Proud member of the Disability Confident employer scheme

About Disability Confident Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.

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