Serco Plc
Service Delivery Co-ordinator
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Service Delivery Co-ordinator
Location: Cheshire, WA3 6ZH - Hybrid based
Salary: £29,500 per annum, plus excellent benefits
Hours: Full time shift-based role covering out of business hours only (Weekdays Starting from 4pm, Weekends and public holidays)
Ready to impact a better future?
As a Service Delivery Co-ordinator within our Justice and Immigration division, you’ll be a key member of the Service Delivery team supporting the AASC contract. You’ll play a vital role in ensuring service users’ needs are met within agreed timeframes, in line with Serco’s contractual obligations to UK Visas & Immigration.
Working in a fast-paced, time-critical environment, you'll coordinate activity across accommodation, maintenance and repairs, transport, and allocations, ensuring high standards of service delivery during out-of-hours operations.
What you’ll do as a Service Delivery Co-ordinator
You’ll be entrusted to:
- Build effective working relationships with internal and external stakeholders across the AASC contract.
- Maintain the integrity and accuracy of IT systems to support performance reporting.
- Produce clear, accurate reports, briefings, and information updates within tight deadlines.
- Support fellow Service Delivery Co-ordinators across service lines when required.
Core service lines
You’ll operate within one or more of the following areas:
AIRE
- Ensure responses to AIRE notifications are completed within agreed timescales.
- Upload and assign AIRE notifications on AORA to appropriate stakeholders.
- Monitor AIRE requests end-to-end to ensure timely and appropriate resolution.
Allocations / Bookings
- Respond to Authority requests within contractual timescales.
- Monitor daily property and room availability.
- Liaise with customers to allocate accommodation for vulnerable or at-risk individuals.
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Transport
- Liaise with suppliers and subcontractors to ensure compliant transport services.
- Monitor the customer portal and upload travel requests in line with KPI 4 timescales.
- Accurately schedule and manage daily transport planners.
Repairs and Maintenance
- Monitor KPI and contractual deadlines, escalating issues to the Shift Leader where required.
- Review and amend defect classifications as appropriate.
- Support mitigation of potential non-conformances for KPIs 5, 6, and 7.
- Prioritise, schedule, and track repairs with internal and external operatives.
- Prepare and chair the daily weekend stand-up call to brief field teams and FOMs.
Does this sound like you?
You’ll be a great fit for this role if you have:
- Strong stakeholder engagement skills with the ability to build effective working relationships.
- Excellent communication skills, able to provide clear updates across Service Delivery teams.
- Strong time-management skills and the ability to prioritise competing demands without prompting.
- Strong ICT capability, including advanced Microsoft Excel skills.
- The ability to remain calm, resilient, and solution-focused under pressure.
Additional requirements
- A valid UK driving licence and the ability to travel within the region and occasionally across the UK is desirable.
- Security clearance at Counter Terrorism Check level and Criminal Record Bureau checks.
- This role is exempt from the Rehabilitation of Offenders Act 1974, and all offers are subject to Home Office approval.
Discover all you need to keep growing
We’re one of the top 1% of international employers, so you can be confident you’ll be joining a supportive and inclusive organisation. We offer the opportunity to develop your skills while delivering essential services that make a real difference.
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What we offer
- Holidays: 25 days holiday plus bank holidays
- Pension: Up to 6% contributory pension scheme
- Training and development: Role-specific training and ongoing professional development
- Health and wellbeing: Employee Assistance Programme and wellbeing support
- Discounts: Discounts across a wide range of retailers and services
- Employee networks: Inclusive networks supporting collaboration, belonging, and growth
Let’s impact a better future, together. Apply today.
A little bit about us:
At Serco, everyone plays a vital part in delivering essential public services that make a real difference. As a global team of 50,000 people across Defence, Transport, Justice, Immigration, Healthcare, Leisure, and Citizen Services, we’re united by a shared purpose: to improve the services that communities rely on. Guided by our values of Trust, Care, Innovation, and Pride, our people make meaningful impact, every single day.
Our inclusive recruitment commitment:
We prioritise your skills and potential. As a Disability Confident Leader, a top Great British Employer of Veterans, and a Gold Inclusive Employer Standard holder, we champion equal opportunities for all. We offer flexible and hybrid working where possible and make reasonable adjustments throughout recruitment and employment.
Guaranteed Interview Scheme: Applicants with disabilities, veterans, and people with convictions, who meet the minimum job criteria, are guaranteed an interview. Simply opt into the relevant scheme on the application form.
Ban The Box: We also support fair access for those with unspent criminal convictions through our ‘Ban the Box’ pledge (some roles may have security exemptions).
For support with your application, please contact recruitmentuk@serco.com.
Let’s impact a better future, together. Apply today.
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