Service Delivery Co‑ordinator
Location: Cheshire, WA3 6ZH - Hybrid based
Salary: £29,500 per annum, plus excellent benefits
Hours: Full time shift‑based role covering out of business hours only (Weekdays Starting from 4pm, Weekends and public holidays)
As a Service Delivery Co‑ordinator within our Justice and Immigration division, you’ll be a key member of the Service Delivery team supporting the AASC contract. You’ll play a vital role in ensuring service users’ needs are met within agreed timeframes, in line with Serco’s contractual obligations to UK Visas & Immigration.
Working in a fast paced, time critical environment, you'll coordinate activity across accommodation, maintenance and repairs, transport and allocations, ensuring high standards of service delivery during out‑of‑hours operations.
What you’ll do as a Service Delivery Co‑ordinator
* Build effective working relationships with internal and external stakeholders across the AASC contract.
* Maintain the integrity and accuracy of IT systems to support performance reporting.
* Produce clear, accurate reports, briefings and information updates within tight deadlines.
* Support fellow Service Delivery Co‑ordinators across service lines when required.
Core service lines
You’ll operate within one or more of the following areas:
AIRE
* Ensure responses to AIRE notifications are completed within agreed timescales.
* Upload and assign AIRE notifications on AORA to appropriate stakeholders.
* Monitor AIRE requests end‑to‑end to ensure timely and appropriate resolution.
Allocations / Bookings
* Respond to Authority requests within contractual timescales.
* Monitor daily property and room availability.
* Liaise with customers to allocate accommodation for vulnerable or at‑risk individuals.
Transport
* Liaise with suppliers and subcontractors to ensure compliant transport services.
* Monitor the customer portal and upload travel requests in line with KPI 4 timescales.
* Accurately schedule and manage daily transport planners.
Repairs and Maintenance
* Monitor KPI and contractual deadlines, escalating issues to the Shift Leader where required.
* Review and amend defect classifications as appropriate.
* Support mitigation of potential non‑conformances for KPIs 5, 6 and 7.
* Prioritise, schedule and track repairs with internal and external operatives.
* Prepare and chair the daily weekend stand‑up call to brief field teams and FOMs.
Qualifications and Skills
* Strong stakeholder engagement skills with the ability to build effective working relationships.
* Excellent communication skills, able to provide clear updates across Service Delivery teams.
* Strong time‑management skills and the ability to prioritise competing demands without prompting.
* Strong ICT capability, including advanced Microsoft Excel skills.
* The ability to remain calm, resilient and solution‑focused under pressure.
Additional Requirements
* A valid UK driving licence and the ability to travel within the region and occasionally across the UK.
* Security clearance at Counter Terrorism Check level and Criminal Record Bureau checks.
* This role is exempt from the Rehabilitation of Offenders Act 1974, and all offers are subject to Home Office approval.
Benefits
* Holidays: 25 days holiday plus bank holidays.
* Pension: Up to 6% contributory pension scheme.
* Training and development: Role‑specific training and ongoing professional development.
* Health and wellbeing: Employee Assistance Programme and wellbeing support.
* Discounts: Discounts across a wide range of retailers and services.
* Employee networks: Inclusive networks supporting collaboration, belonging and growth.
We are committed to building a diverse and inclusive organisation that supports the needs of all employees. You will have the opportunity to work in an environment that values and respects diversity, equality and inclusion.
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