Service Delivery Team Leader

Service Delivery Team Leader – Shrewsbury, Shropshire – Permanent – Full‑time (Monday to Friday, occasional flexibility or Saturday cover) – Starting Salary: £30,000 per annum (dependent on experience).

We’re recruiting for a full‑time Service Delivery Team Leader to join a growing organisation based in Shrewsbury. This key role oversees the coordination and quality of service delivery across multiple client pathways, ensuring a smooth, efficient, and compliant experience from initial engagement through to completion.

You’ll act as the first point of contact for service queries, manage bookings and reporting, and play a central role in maintaining performance standards. As the service portfolio expands, this role will evolve into a leadership position managing a small team of Customer Services Advisors.

• Coordinate end‑to‑end service pathways from initial contact to completion, ensuring compliance with internal standards.
• Manage bookings and follow‑ups in line with capacity and service timelines.
• Provide professional, accurate, and empathetic communication to clients and stakeholders.
• Act as the escalation point for complex service queries requiring cross‑team coordination.
• Collate and submit performance data, including activity volumes, timelines, feedback and outcomes.
• Maintain internal dashboards and support reporting for governance and operational reviews.
• Supervise and support the development of new Customer Services Advisors.
• Contribute to SOPs, training materials and process improvements.
• Ensure all records meet confidentiality, data protection and audit requirements.
• Promote accessibility, inclusion and service excellence across all interactions.

• Essential:
  Experience in service coordination, administration or operational support.
• Essential:
  Strong communication and interpersonal skills.
• Essential:
  High attention to detail and ability to manage sensitive information.
• Essential:
  Confident using digital systems and reporting tools.
• Essential:
  Ability to lead by example and support others in a team environment.
• Desirable:
  Familiarity with performance reporting, governance or compliance frameworks.
• Desirable:
  Experience developing SOPs or training materials.

GCSE or equivalent (preferred).

Application Process:

We have a commitment to creating an equal, diverse and inclusive workforce. We are committed to providing a barrier‑free recruitment process, so if you require any reasonable accessibility adjustments within the application process, please let us know at the earliest opportunity.

We will carefully consider your details and advise you if we can progress your application within 72 working hours. If you do not hear from us within this time your details will not be retained. If you are not successful on this occasion, we encourage you to apply for future roles we advertise. In the meantime, we wish you continued success with your search for employment.

Prince Personnel are an employment agency working on behalf of our client. Located in thriving Telford, we focus on jobs in Shropshire, Staffordshire and North Wales. Prince Personnel specialise in commercial, accounts and finance and technical recruitment. We aim to provide the best jobs around.