Service Delivery Co-ordinator

10 Oct 2016
07 Nov 2016
Contract Type
Full Time

Service Delivery Co-ordinator 

Location: Peterborough 

Salary: Competitive 

“We’d like you to join us”

Do you want to be a part of an innovative, dynamic and growing organisation?

If so we’d like to hear from you….  

The BGL Group has been named by the Sunday Times as one of the largest mid-market private companies in Britain, reaching the top 22 in 2015.

We serve our customers through 4 Fusion Contact Centres, situated throughout the UK. We are an inbound Contact Centre selling and servicing insurance policies on behalf of well-known high street brands.

We have an exciting opportunity for you to join our organisation as a Service Delivery Co-ordinator to monitor the performance of Fusion Contact Centres to ensure all required service levels and KPI’s are achieved on a continual basis.

Our Service Delivery team is responsible for making sure we deliver optimum service levels across both of our Contact Centres. They ensure we’re fully staffed at all times, working alongside the operations team to maintain service levels. Joining the team as a Service Delivery Co-ordinator, it’ll be down to you make recommendations on how to optimise Service Level Performance.

You will be responsible for analysing, monitoring and reacting to real time staffing levels and call volumes to ensure the delivery of agreed service levels within the live operation on a daily basis, providing detailed analysis of real-time variance to plan and liaising directly with Stakeholders to provide regular updates.

You must be able to demonstrate:

  • Strong analytical skills
  • At least 2 years’ experience in a “Real Time” or Service Delivery role
  • An understanding of the WFM/i360 system would be desirable but not essential
  • Great attention to detail
  • Able to achieve results in short periods of time
  • Excellent communication, both written and verbal
  • Good working knowledge of Microsoft Packages, particularly Excel
  • Flexibility

Shifts – To be flexible between 8am-10pm Mon-Fri, Sat 8am-6pm & Sun 9am-5pm (37.5 hours a week on average).

If you feel that you may be suitable for this Service Delivery Co-ordinator role, then please apply now!