Serco Plc
Service Delivery Coordinator
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Location: Birchwood
Salary: £28,500 per annum
Permanent, 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 required
Hybrid Working:
- Two days remote (Monday & Wednesday)
- Three days office-based - subject to change to meet the needs of the business
About the Role
As a 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.
Key Responsibilities
- Maintain data integrity of the IT systems to support performance reporting
- Deal with vendor queries on a daily basis and escalate 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
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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
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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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