Service Delivery Agent

Job Description

Service Delivery Agent

Job Summary

Reporting to the Service Delivery Team Manager, this role acts as the first point of contact for customers, delivering an exceptional customer journey, first time, every time. The postholder will provide accurate information, support course bookings, and handle low level complaints professionally.

The role supports all Police and Court referred schemes, requiring strong system knowledge, attention to detail, and the ability to support customers sensitively and confidentially throughout their journey. As the Contact Centre is a face paced, dynamic environment, resilience, adaptability and an open mindset are essential.

Key Responsibilities

• Communicate with customers via inbound/outbound calls, emails and webchat.
• Use effective questioning to understand customer needs and provide accurate guidance.
• Work towards first point resolution for all enquiries.
• Accurately record and update customer information.
• Maximise booking opportunities where appropriate.
• Send course information and follow up actions to customers.
• Take ownership of issues and see them through to resolution.
• Proactively anticipate problems and escalate or coordinate with colleagues when required.
• Document and report issues accurately.
• Undertake training to maintain up to date knowledge of systems, processes and services.
• Keep informed on digital video platforms used for course delivery
• Commit to achieving personal and team KPI’s

Skills & Competencies

• Demonstrates a proactive approach to learning, seeking opportunities to improve processes, systems, and ways of working
• Uses data, feedback, and insight to support decision making and drive continuous improvement
• Builds strong, positive working relationships with colleagues, customers, and stakeholders to achieve shared goals
• Communicates clearly, professionally, and effectively, adapting style to suit different audiences and situations
• Acts with honest, accountability, and professionalism, maintaining trust and transparency in all interactions
• Maintains high standards of accuracy, confidentiality, and compliance, ensuring work is completed in line with company policies and procedures
• Delivers high quality outcomes with strong attention to detail, managing priorities effectively to meet deadlines and service expectations
• Take ownership of challenges and follows through to resolution, consistently striving for excellence and continuous improvement