Hyperoptic
Service Delivery Coordinator
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Service Delivery Coordinator (6 Month Full time Contract)
Office location with Hybrid working: Hammersmith, London
About the role and the Team:
As a Service Delivery Coordinator, you'll play a key role in preventing service, repair, and connection jobs from becoming remedial work. You'll take ownership of the end-to-end coordination of failed jobs, working closely with our Repair Helpdesk, Area Managers, Project Engineers, and field teams to identify opportunities to recover work quickly and efficiently.
You'll be responsible for resolving access issues, coordinating with internal and external stakeholders, keeping customers informed, and ensuring jobs progress smoothly through to completion. This is a fast-paced, highly collaborative role where proactive problem-solving and excellent organisation are essential. We're looking for people who thrive in a fast-paced operational environment and enjoy solving problems, coordinating multiple priorities, and working collaboratively across teams.
Working Pattern:
- Working 5 days out of 7, part of a 7-day rota which includes weekends
- Weekday shifts are either 8:00am–5:00pm or 10:00am–7:00pm.
- Late weekday shifts and all weekend shifts are worked from home
What will you be doing?
Workload Management
- Triage failed Service & Repair (S&R) and Connections jobs, identifying recoverable work and genuine remedial cases.
- Coordinate with the Helpdesk to route recoverable jobs to the Save the Day team on the same day.
- Manage REM and OTA queues, prioritising workloads, and reducing dwell times.
- Resolve delays relating to access, building managers, landlords, and council approvals.
- Coordinate with internal teams to keep jobs progressing and ensure timely resolution.
- Monitor KPIs and service targets, taking ownership of issues through to completion.
- Liaise with internal and external engineers, ensuring they have the information required to complete work successfully.
- Manage engineer appointments, optimising schedules to maximise productivity and minimise failed visits.
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Stakeholder Management
- Build strong relationships with building managers, landlords, councils, and business partners to remove barriers to delivery.
- Work closely with the Helpdesk, Area Managers, Project Engineers, and Delivery Managers to resolve escalations.
- Keep customers informed with timely updates on appointments, job progress, and expected resolution.
- Identify recurring issues and trends, escalating insights and improvement opportunities to management.
Systems & Administration
- Maintain accurate job records, trackers, and system updates throughout the job lifecycle.
- Ensure documentation and notes are complete and up to date.
- Work with business partners to maintain accurate and timely system updates.
- Support continuous improvement initiatives within the Remedials Avoidance function.
What we are looking for?
- Excellent written and verbal communication skills.
- A professional and confident telephone manner when dealing with customers and third parties.
- Experience working in a busy office or operational coordination environment.
- Strong organisational skills with the ability to prioritise multiple tasks and work to deadlines.
- The ability to work independently and use initiative while remaining a collaborative team player.
- Experience using Microsoft Office applications.
- Confidence using Google Maps or other mapping and location-based systems.
- The ability to communicate effectively with colleagues and stakeholders at all levels of the business.
- A basic understanding of ISP (Internet Service Provider) network operations or telecommunications environments - Desirable
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Why work for us?
We are proud to have been recognized as the Which? Great Value Broadband Provider in March 2026. In 2023, we were voted Broadband Provider of the Year at the Uswitch Telecoms Awards by 20,000 customers and received the Fair Terms Gold Award. Additionally, we have earned the Great Place to Work Certification (2022–23) and were named among the UK's Best Workplaces for Wellbeing (2022).
Some of our key Benefits
- Competitive salary
- Extra days off for your birthday, moving home, wedding/civil partnership, and to volunteer
- Private medical Insurance provided by AXA health
- Partnership with the Kings Trust
- Our pension scheme matches your contributions up to 4%
- Retail offers — discounts from hundreds of recognisable brands
- Free Hyperoptic broadband if you live in a Hyperoptic area
- Enhanced pay for new parents
We're committed to providing equal opportunities to all applicants and employees. In fact, this is at the heart of our culture and values. We welcome applications from candidates from all walks of life.
What happens next?
- You apply
- We carefully review your application
- We'll get back to you — even if it's a no (for now)
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