Service Delivery Project Lead

We’re seeking a Service Delivery Project Lead to drive key service and process improvement projects that turn strategy into practical results, enhancing performance, customer experience, and operational resilience.

Working across teams and with external partners, you’ll coordinate and deliver projects that create real, measurable impact. This role suits a proactive, delivery-focused professional who thrives in a fast-paced environment, enjoys solving complex challenges, and wants to make a meaningful difference in a vital UK organisation.

What you’ll be doing as a Service Delivery Project Lead

You’ll lead teams across day‑to‑day work activity and proactive projects, ensuring outputs are delivered to the right volume, quality and timescales. Using your strong service delivery expertise and broad cross‑functional understanding, you’ll apply sound analytical judgement and confidently communicate complex information to a wide range of stakeholders.

This role plays a critical part in delivering high‑quality customer service by ensuring efficient enquiry management and building strong internal and external relationships that support overall operational success. You’ll oversee enquiry performance across onshore and offshore customer service teams, supporting complex cases and escalations, while driving continuous improvement in agent capability, customer satisfaction and operational efficiency.

Working closely with the Customer Service Manager, you’ll also collaborate with fellow leads within Wholesale Market Services to ensure a joined‑up, consistent and high‑performing service.

The key responsibilities are:

Enquiry Performance
Manage the end‑to‑end enquiry process, ensuring cases are resolved within agreed SLAs
Monitor enquiry volumes, response times and quality, identifying trends and driving improvements
Act as an escalation point for complex, high‑risk or high‑profile cases, ensuring timely and effective resolution
Work closely with onshore and offshore teams and liaise with cross‑functional stakeholders to resolve service dependencies
Lead internal and external Teams meetings to support complex case management

Team Leadership & Coaching

Monitor agent performance, focusing on quality, efficiency and service standards
Deliver coaching, performance reviews and quality audits to drive continuous improvement
Foster a culture of accountability, development and customer‑focused service
Produce performance reports and presentations for internal and external stakeholders

Retailer Engagement

Build and maintain strong relationships with retailers to ensure clear communication and effective enquiry resolution
Act as a point of contact for retailer escalations and feedback, working with Account Management to improve service outcomes

Volume Forecasting & Continuous Improvement

Forecast enquiry volumes using data and trends to support resource planning and operational readiness
Support process leads to improve complaint handling, streamline workflows and enhance customer experience

Location:

Hybrid – Clearwater Court, RG1 8DB

Hours:

36 hours per week, Monday – Friday, 9am
-5pm

To thrive in this role, the essential criteria you’ll need are:

A positive, approachable leader with the resilience and professionalism to build a supportive, high‑performing team culture
Strong problem‑solving and decision‑making capabilities, with confidence to manage escalations, resolve complex issues and act in the manager’s absence
Experience using management information and reporting tools to produce, maintain and analyse day‑to‑day operational performance
A strong performance and quality mindset, with proven experience working to targets, monitoring KPIs and taking corrective action when required
Highly organised with excellent time‑management skills, able to balance competing priorities while supporting multiple agents and maintaining smooth operations
Leads by example, demonstrating professionalism, accountability and a strong work ethic that positively influences team performance
Proven customer service experience in a customer‑facing environment, with a solid understanding of service standards, customer expectations and escalation management

What’s in it…