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Back to jobs Service Delivery Agent
  • Leeds, West Yorkshire
  • £19,000 to £21,000
  • (Permanent)
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Job Overview:
The primary purpose of this role is to support Service and Support departments, Sales Teams and our Customers.

This will be done by working in conjunction with various internal departments to perform root cause analysis on service breaches and once resolved, recommend sustainable improvements to the service.

Key Tasks:
- Produce and distribute monthly service statistics and reports for internal and external customers.
- Produce daily, weekly, monthly and ad-hoc reports as required.
- Perform Root Cause Analysis on service breaches.
- Prepare documentation for Service Review Meetings.
- Monitor and report on Service escalations.
- Schedule regular internal communications to discuss customer accounts & issues.
- Investigate & analyse service data.
- Provide recommendations to improve Service Levels and drive continuous improvements.
- Monitor and respond to Service Delivery incoming communications - internal & external.
- Maintain the Service Delivery calendar.
- Assist in maintaining the Continual Service Improvement Register.

Desired Skills & Abilities:
- Excellent People skills – a natural communicator.
- Good analytical skills and good standard of English & Maths.
- Competent in Microsoft Word, Excel and PowerPoint.
- Excellent written and verbal communication skills.
- Experience or willingness to learn new skills relating. to the Company’s market offerings.
- Experience in analysing data.
- Ability to think of creative solutions to problems/issues.
- Ability to work within multiple collaborative teams.
- Good organisational abilities.