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
1. Manage the end‑to‑end enquiry process, ensuring cases are resolved within agreed SLAs
2. Monitor enquiry volumes, response times and quality, identifying trends and driving improvements
3. Act as an escalation point for complex, high‑risk or high‑profile cases, ensuring timely and effective resolution
4. Work closely with onshore and offshore teams and liaise with cross‑functional stakeholders to resolve service dependencies
5. Lead internal and external Teams meetings to support complex case management
Team Leadership & Coaching
6. Monitor agent performance, focusing on quality, efficiency and service standards
7. Deliver coaching, performance reviews and quality audits to drive continuous improvement
8. Foster a culture of accountability, development and customer‑focused service
9. Produce performance reports and presentations for internal and external stakeholders
Retailer Engagement
10. Build and maintain strong relationships with retailers to ensure clear communication and effective enquiry resolution
11. Act as a point of contact for retailer escalations and feedback, working with Account Management to improve service outcomes
Volume Forecasting & Continuous Improvement
12. Forecast enquiry volumes using data and trends to support resource planning and operational readiness
13. 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:
14. A positive, approachable leader with the resilience and professionalism to build a supportive, high‑performing team culture
15. Strong problem‑solving and decision‑making capabilities, with confidence to manage escalations, resolve complex issues and act in the manager’s absence
16. Experience using management information and reporting tools to produce, maintain and analyse day‑to‑day operational performance
17. A strong performance and quality mindset, with proven experience working to targets, monitoring KPIs and taking corrective action when required
18. Highly organised with excellent time‑management skills, able to balance competing priorities while supporting multiple agents and maintaining smooth operations
19. Leads by example, demonstrating professionalism, accountability and a strong work ethic that positively influences team performance
20. 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 for you?
21. Competitive salary starting from £35,000 per annum, dependent on skills and experience
22. 26 days holiday per year increasing to 30 with the length of service (plus bank holidays)
23. Performance-related pay plan directly linked to company performance measures and targets
24. Generous Pension Scheme through AON
25. Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance