Service Delivery Supervisor

Company: Cansford Laboratories (part of Phenna Group)

Location: Cardiff, fully onsite with field visits as required

Contract: Permanent, full-time

Reports to: Head of Laboratory Operations

About Cansford Laboratories

Cansford Laboratories is a specialist drug and alcohol testing laboratory based in Cardiff. Accredited to ISO/IEC 17025, we provide toxicology testing that people rely on to make important decisions in family law, social care and the workplace, so accuracy, impartiality and service are at the heart of everything we do. Cansford is part of Phenna Group, a leading testing, inspection and certification group, which gives us the backing of a larger organisation with the pace and personality of a growing SME.

Cansford Laboratories is looking for a Service Delivery Supervisor to make sure our customers receive a reliable, high-quality service from the moment an order is placed. You will own the day‑to‑day running of Cansford’s sample collector network, coordinate complex and large‑scale collections, and be the customer‑facing owner of operational complaints and service recovery.

It is a varied, people‑heavy role where no two days look the same. You will work closely with Laboratory Operations, Quality and Sales to keep things running smoothly and to keep improving the customer experience.

• Own the performance of our collector network, including onboarding, coverage, availability and continuous improvement
• Run the collector assurance process so documentation, training and competency evidence, checks and audits are all in order
• Coordinate complex, exceptional and large‑scale collections, including scheduling and geographic coverage for major projects
• Own operational customer complaints and service recovery, keeping customers informed through to resolution
• Pull together customer feedback and complaint themes, and share insight with Sales, Marketing and Laboratory Operations
• Spot and manage operational risks early, escalating quality, technical or commercial issues to the right people
• Make sure operational information needed for invoicing and other downstream processes is captured accurately
• Drive practical improvements in collection lead times, network resilience and the overall customer experience

• Experience coordinating service delivery, field networks, logistics, customer operations or similar multi‑party activity
• Strong planning, prioritisation and problem‑solving skills, with the ability to juggle multiple cases and stakeholders at once
• Confidence handling complaints and difficult situations, and coordinating others to fix the root cause
• Strong administrative and digital skills to track performance, exceptions and actions
• A calm, practical and highly organised approach, with the ability to make sensible decisions at pace

• Experience managing a network of collectors, clinicians or field workers, or in laboratory or toxicology services
• Audit, assurance, quality system or regulated‑service experience
• Experience with customer feedback measures such as NPS
• Experience in a fast‑growing SME or changing operational environment

This is a genuine opportunity to join Cansford at an important point in its growth, in a role that has been shaped around where the business is heading. You will have real ownership, a visible impact on how the business performs, and the support of Phenna Group behind you.

Cansford Laboratories and Phenna Group are equal opportunities employers and welcome applications from all backgrounds.

Phenna Group is an Equal Opportunities Employer