We’re recruiting for a full-time Service Delivery Team Leader to join a growing organisation based in Shrewsbury. This is a key role overseeing the coordination and quality of service delivery across multiple client pathways, ensuring a smooth, efficient, and compliant experience from initial engagement through to completion.
You’ll act as the first point of contact for service queries, manage bookings and reporting, and play a central role in maintaining performance standards. As the service portfolio expands, this role will evolve into a leadership position managing a small team of Customer Services Advisors.
Key Responsibilities
- Coordinate end-to-end service pathways from initial contact to completion, ensuring compliance with internal standards
- Manage bookings and follow-ups in line with capacity and service timelines
- Provide professional, accurate, and empathetic communication to clients and stakeholders
- Act as the escalation point for complex service queries requiring cross-team coordination
- Collate and submit performance data, including activity volumes, timelines, feedback, and outcomes
- Maintain internal dashboards and support reporting for governance and operational reviews
- Supervise and support the development of new Customer Services Advisors
- Contribute to SOPs, training materials, and process improvements
- Ensure all records meet confidentiality, data protection, and audit requirements
- Promote accessibility, inclusion, and service excellence across all interactions
Experience & Skills
Essential:
- Experience in service coordination, administration, or operational support
- Strong communication and interpersonal skills
- High attention to detail and ability to manage sensitive information
- Confident using digital systems and reporting tools
- Ability to lead by example and support others in a team environment
Desirable:
- Familiarity with performance reporting, governance, or compliance frameworks
- Experience developing SOPs or training materials
Education:
GCSE or equivalent (preferred)
This position is ideal for someone who enjoys working in a busy, collaborative environment where attention to detail, empathy, and problem-solving are highly valued.
The application process:
Our mission is to support our clients in their creation of an equal, diverse and inclusive workforce. We are committed to providing a barrier-free recruitment process, so if you require any reasonable accessibility adjustments within the application process, then please make it known at the earliest opportunity.
We will carefully consider your details and advise you if we’re able to progress with your application within 72 working hours. If you do not hear from us within this time your details won’t be retained. So, if you’re not successful on this occasion, do continue to respond to future roles we advertise. In the meantime, all good wishes and continued success with your search for employment.
