The Service Delivery Co-ordinator is responsible for supporting the successful delivery of commercial cleaning services across a portfolio contracts. Acting as a key link between clients, operational teams, and management, the role ensures service requests are managed efficiently, customer expectations are met, and operational and administrative processes run smoothly.
The successful candidate will oversee service delivery administration, support Area Managers with client communications, assist with coordinating reactive works, and support continuous improvement initiatives to ensure the highest standards of customer satisfaction and operational excellence.
Key Responsibilities
Service Delivery Support
- Act as a point of contact support Area Managers with client enquiries, service requests, and issues.
- Log, monitor, and manage reactive and planned service requests from receipt through to completion.
- Liaise with Area Managers and Supervisors to track the progress of tickets raised and ensure successful completion.
- Escalate service delivery issues and risks to management where required.
Client Relationship Management
- Respond promptly and professionally to customer enquiries, complaints, and requests.
- Provide regular updates to Area Managers and clients regarding service delivery and job status.
Contract Administration
- Maintain accurate records of contracts, customer information, service requests, and correspondence.
- Raise and manage work orders through company systems.
- Support the administration of contract renewals, variations, and additional works.
- Ensure all contractual documentation is accurately maintained and readily accessible.
- Assist with invoicing support and the administration of chargeable works.
Reporting and Performance Monitoring
- Track open and completed works and ensure records remain up to date.
- Identify recurring issues and trends and escalate recommendations for improvement.
Compliance and Quality Assurance
- Support quality assurance programmes, audits, and service inspections.
- Maintain records relating to health and safety, training, compliance, and quality standards.
- Ensure company policies, procedures, and contractual obligations are followed.
- Assist in preparing documentation for client audits and performance reviews.
- Support mobilisation activities for new contracts where required.
General Administration
- Maintain electronic filing systems and operational databases.
- Prepare professional correspondence, reports, meeting minutes, and presentations.
- Support the wider operations team with administrative and coordination tasks.
- Contribute to projects aimed at improving efficiency, customer service, and operational performance.
Skills and Experience
Essential
- Excellent organisational and prioritisation skills.
- Strong customer service and relationship management abilities.
- Excellent verbal and written communication skills.
- High level of accuracy and attention to detail.
- Ability to manage multiple tasks in a fast-paced environment.
- Strong IT skills, including Microsoft Outlook, Word, Excel, Teams, and CRM systems.
- Ability to work independently and collaboratively within a team.
Personal Attributes
- Customer-focused and service-driven.
- Professional, confident, and approachable.
- Proactive and solutions-oriented.
- Excellent problem-solving skills.
- Strong attention to detail.
- Resilient and adaptable.
- Ability to build positive relationships at all levels.
- Committed to continuous improvement and high standards of service
Why Join Us?
As a Service Delivery Co-ordinator, you will play a key role in ensuring our clients receive consistently high standards of service. This is an excellent opportunity to join a growing commercial cleaning business where you can contribute to operational success, build strong client relationships, and support the delivery of exceptional cleaning services.
Pay: £35,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Free parking
- On-site parking
Work Location: In person
