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Service Delivery Co-Ordinator
| Posting date: | 28 May 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £24000-25000 per annum |
| Hours: | Full time |
| Closing date: | 18 June 2024 |
| Location: | Merseyside, L32 8AD |
| Company: | Serco Limited |
| Job type: | Permanent |
| Job reference: | 294062-42541597 |
Summary
About SercoAt Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.
By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.
Service Delivery Co-Ordinator
Home-working
Full Time, 37.5 hours per week covering 8am – 6pm, Monday – Friday
If you’re looking for a more rewarding and secure home for your talents, look no further than Serco. We need experienced and motivated people who can display the right behaviours to join us and uphold our high standards of customer service. In short, we need people to be there for our customers when they’re needed most. And, in return, we will invest in your training and development to make you an expert in your respective field.
About the role:
The Service Delivery Co-Ordinator will provide support and assurance to OST/OSC for site specific administration and first line planning administration in relation to Teleopti, Storm and FTE Data base (SMD). Undertake the processing of tier 1 Owl requests that include, Holiday administration, adjustments to agent schedules, structure changes and changes to agents work patterns. Process Starter and Leavers in line with OST/OSC process framework within agreed timescales. Provide support to the operational team leaders and duty managers on the day-to-day revisions of agent’s performance to help balance business performance through break optimisation and facilitation of administering overtime, unpaid leave and toil. Production of Service Delivery activities in the Product menu.
What you will need to do the role
-
Experience of working with workforce management tools such as Teleopti WFM would be highly desirable
-
Results driven with attention to detail
-
Developed interpersonal and organizational skills.
-
Demonstrated ability to multi-task.
-
Excellent verbal communication skills; good listener who can understand customer needs.
-
Conscientious and reliable individual who is self-motivated.
-
Friendly personality who shows confidence and pride in delivering excellent service.
-
Prioritisation of personal workload to meet business needs.
-
Excellent interpersonal communication at all levels.
-
Eager to learn and willingness to continually improve.
-
Open, trustworthy and can-do attitude
The successful candidate will be required to carry out the following responsibilities, activities, and duties:
-
Manage the Teleopti / Time 2 Work WFM Systems
-
Liaises effectively with colleagues to ensure the Outperform Solutions team deliverables are achieved.
-
Ensure that all security / Data Protection rules are followed.
-
Maintenance of all Mailboxes & OWL within timescales and agreed guidelines.
-
Ability to communicate with most levels of internal management & analysts, Client and Serco Operations on a professional level.
-
Contribution to the on-going development of the Outperform Solutions team, ensuring best practice is followed.
-
Be an ambassador for Outperform Solutions Team
-
To become “Trusted Partner” of Operational Managers and other work-stream areas both when called upon and in a proactive manner.
-
Be proactive in highlighting opportunities to improve performance in all areas of the operation – reduce costs, improve service levels.
What we offer:
-
A competitive salary
-
A fantastic culture and supportive team; continuous training & development opportunities
-
A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Wisdom App, Simply Health Plans, Annual Leave Purchase Scheme and more
-
The chance to make a positive difference in a company passionate about diversity and inclusion.
-
Weekly Pay
-
Access to an enhanced Pension and Serco Share Save scheme (optional)
By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.
Service Delivery Co-Ordinator
Home-working
Full Time, 37.5 hours per week covering 8am – 6pm, Monday – Friday
If you’re looking for a more rewarding and secure home for your talents, look no further than Serco. We need experienced and motivated people who can display the right behaviours to join us and uphold our high standards of customer service. In short, we need people to be there for our customers when they’re needed most. And, in return, we will invest in your training and development to make you an expert in your respective field.
About the role:
The Service Delivery Co-Ordinator will provide support and assurance to OST/OSC for site specific administration and first line planning administration in relation to Teleopti, Storm and FTE Data base (SMD). Undertake the processing of tier 1 Owl requests that include, Holiday administration, adjustments to agent schedules, structure changes and changes to agents work patterns. Process Starter and Leavers in line with OST/OSC process framework within agreed timescales. Provide support to the operational team leaders and duty managers on the day-to-day revisions of agent’s performance to help balance business performance through break optimisation and facilitation of administering overtime, unpaid leave and toil. Production of Service Delivery activities in the Product menu.
What you will need to do the role
-
Experience of working with workforce management tools such as Teleopti WFM would be highly desirable
-
Results driven with attention to detail
-
Developed interpersonal and organizational skills.
-
Demonstrated ability to multi-task.
-
Excellent verbal communication skills; good listener who can understand customer needs.
-
Conscientious and reliable individual who is self-motivated.
-
Friendly personality who shows confidence and pride in delivering excellent service.
-
Prioritisation of personal workload to meet business needs.
-
Excellent interpersonal communication at all levels.
-
Eager to learn and willingness to continually improve.
-
Open, trustworthy and can-do attitude
The successful candidate will be required to carry out the following responsibilities, activities, and duties:
-
Manage the Teleopti / Time 2 Work WFM Systems
-
Liaises effectively with colleagues to ensure the Outperform Solutions team deliverables are achieved.
-
Ensure that all security / Data Protection rules are followed.
-
Maintenance of all Mailboxes & OWL within timescales and agreed guidelines.
-
Ability to communicate with most levels of internal management & analysts, Client and Serco Operations on a professional level.
-
Contribution to the on-going development of the Outperform Solutions team, ensuring best practice is followed.
-
Be an ambassador for Outperform Solutions Team
-
To become “Trusted Partner” of Operational Managers and other work-stream areas both when called upon and in a proactive manner.
-
Be proactive in highlighting opportunities to improve performance in all areas of the operation – reduce costs, improve service levels.
What we offer:
-
A competitive salary
-
A fantastic culture and supportive team; continuous training & development opportunities
-
A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Wisdom App, Simply Health Plans, Annual Leave Purchase Scheme and more
-
The chance to make a positive difference in a company passionate about diversity and inclusion.
-
Weekly Pay
-
Access to an enhanced Pension and Serco Share Save scheme (optional)
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.