Service Delivery Manager

We are excited to share a fantastic career opportunity within our Services department in Northampton. Our Aftercare department is a vibrant, evolving part of the business, having only been live for seven months. We are looking for a dynamic Service Delivery Manager to help shape its future. This role is perfect for someone who brings high energy, enthusiasm, and a genuine thirst for making a difference.

The successful candidate will be responsible for leading and motivating a high‑performing team, fostering an inclusive environment, and truly bringing out the best in their people.

Are you passionate about process improvement, team development, and delivering an exceptional customer experience, please explore this opening. We are looking for a leader who can balance competing priorities while coaching their team to reach new heights of success.

• Oversee and optimize customer service operations.
• Lead, motivate, and develop a high‑performing team of customer service advisors.
• Set clear performance expectations, monitor team performance, and provide regular feedback and coaching.
• Identify and implement process improvements to enhance efficiency and customer satisfaction.
• Optimize resource allocation and manage staffing levels to meet business needs.
• Ensure adherence to quality standards and resolve customer issues promptly and effectively.

• Balancing competing priorities: juggling multiple tasks and deadlines.
• Managing team performance: motivating and coaching team members to achieve targets.
• Adapting to change: responding to evolving customer needs and business requirements.
• Resolving complex customer issues: handling difficult situations and providing effective solutions.
• Managing performance issues: addressing underperformance and disciplinary matters.
• Combining strong leadership, problem‑solving, and analytical skills.

The role involves a mix of autonomous decision‑making and decision‑making in consultation with managers. The job holder can make decisions on resource allocation, team scheduling, and minor operational changes. However, decisions regarding significant budget allocations, strategic initiatives, and disciplinary actions require approval from higher‑level management.

• Customer satisfaction: measured through surveys, feedback, and other metrics.
• First‑contact resolution rate: percentage of customer issues resolved on the first contact.
• Average handling time: average time spent on each customer interaction.
• Adherence to SLAs: meeting agreed‑upon service level agreements.
• Team performance: individual and team performance metrics.
• Process improvement initiatives: successful implementation of new processes.

• Leadership: strong leadership and motivational skills to inspire and guide the team.
• Communication: excellent verbal and written communication skills to interact effectively with customers and team members.
• Problem‑solving: ability to analyze complex problems and develop creative solutions.
• Organizational skills: strong organizational and time‑management skills to prioritize tasks and meet deadlines.
• Technical skills: proficiency in relevant software and systems.
• Customer focus: a strong commitment to customer satisfaction.
• People management: ability to recruit, train, and develop team members.

You’ll be supported with fantastic learning and development and have the opportunity to grow and develop your career with us.

We’ll also equip you with a benefits package that includes:

• Competitive bonus (2027 bonus period)
• Private Medical Healthcare
• Save‑as‑you‑earn scheme
• Contributory pension scheme
• Colleague discount
• Discount platform including savings and cash back at numerous retailers, savings on gym membership, cycle to work scheme

Our widely recognised wellbeing strategy is something we’re proud of  part of this, we offer a range of health and wellbeing benefits and support, including an Employee Assistance Programme, financial education & loans, and access to parental, menopause and fertility support.

By giving you the support you need to do well at…