Hours of work: 40 per week. 8am - 5pm. 1 hour unpaid lunch
Location: Donington, Lincolnshire, PE11 4TA
Job Purpose
GBSG is a specialist provider of Security & Fire systems to the UK's renewable energy sector, delivering solutions across solar farms, Battery Energy Storage System (BESS) sites and other critical infrastructure projects.
We are seeking an organised, commercially aware and customer-focused Customer Delivery Lead to oversee the successful delivery of projects, maintenance programmes and support services across our Fire & Security division.
This is a pivotal office-based role responsible for coordinating all aspects of operational delivery from project award through to completion and ongoing support of maintenance and repairs. Acting as the central point of coordination between customers, engineering teams, planning, procurement, stores, technical support and monitoring functions, you will ensure projects and services are delivered safely, efficiently and to the highest standards.
The successful candidate will combine strong organisational skills with sound commercial judgement, enabling them to make informed operational decisions, resolve delivery challenges and maintain excellent customer communication and ongoing relationships.
Essential Requirements:
- Experience in a customer service, service coordination, operations support, scheduling or administration role.
- Experience coordinating multiple activities simultaneously.
- Strong customer relationship and communication skills.
- Competent user of Microsoft Office, particularly Excel and Outlook.
- Experience maintaining accurate records, reports and operational documentation.
Desirable Qualifications & Attributes :
- Level 3 or above qualification in Customer Service, Business Administration or Operations
- Experience working in engineering, facilities management, utilities, telecoms, construction or infrastructure sectors.
- Experience using job management or service delivery platforms.
- IOSH Working Safely or equivalent health and safety awareness training.
Role accountabilities
Customer & Contract Coordination
- Act as the primary operational contact for allocated customers.
- Build strong relationships with customers and asset owners.
- Maintain regular communication throughout project and service lifecycles.
- Manage customer expectations and coordinate responses to operational issues.
- Attend and drive customer review meetings and performance reporting.
Project Delivery Coordination
- Oversee projects from contract award through to handover.
- Coordinate installation, commissioning and support activities.
- Monitor project progress against agreed milestones and customer requirements.
- Identify delivery risks and implement corrective actions.
- Ensure smooth transition from project completion into maintenance and support.
Operational Planning & Resource Coordination
- Coordinate activities across planning, engineering, technical support and monitoring teams.
- Ensure appropriate resources are allocated to meet customer commitments.
- Maintain visibility of workload, capacity and delivery schedules.
- Escalate resource constraints and operational risks where required.
- Prioritise activities to ensure contractual obligations are achieved.
Operational Readiness
Ensure all project and service activities are fully prepared before deployment, including:
- Equipment availability.
- Procurement requirements.
- Stock allocation.
- Site documentation.
- RAMS.
- Site access permissions.
- Customer approvals.
- Engineering readiness.
Service Delivery & Performance
- Monitor service performance and contractual KPIs.
- Coordinate responses to faults, incidents and customer issues.
- Support achievement of SLA targets and first-time fix objectives.
- Analyse operational performance and identify improvement opportunities.
- Drive adoption and effective use of operational management systems, including Uptick.
Commercial & Operational Control
- Support project margin protection through effective planning and coordination.
- Monitor operational costs and resource utilisation.
- Identify potential variations and additional works opportunities.
- Support contract renewals and customer retention activities.
- Ensure customer commitments are delivered in a commercially sustainable manner.
Health, Safety & Compliance
- Promote a positive health and safety culture.
- Ensure operational activities comply with company procedures, client and site requirements and industry standards.
- Support audits, inspections and corrective actions.
- Ensure required documentation and compliance records are maintained.
Benefits:
- Competitive salary (dependent on experience).
- 23 days annual leave plus bank holidays.
- Company pension scheme.
- Metlife Benefits including 24/7 online services
Job Types: Full-time, Permanent
Pay: £38,000.00-£45,000.00 per year
Benefits:
- Company events
- Health & wellbeing programme
Application question(s):
- Are you located within 45 minutes of Donington, Lincolnshire?
Work authorisation:
- United Kingdom (required)
Work Location: In person
