Service Delivery Team Leader
Shrewsbury, Shropshire
Permanent
Full-time, Monday to Friday (occasional flexibility required / occasional Saturday cover)
Starting Salary: £30,000 per annum (dependent on experience)
Were recruiting for a full-time Service Delivery Team Leader to join a growing organisation based in Shrewsbury. This is a key role overseeing the coordination and quality of service delivery across multiple client pathways, ensuring a smooth, efficient, and compliant experience from initial engagement through to completion.
Youll 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.
Key Responsibilities
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
Experience & Skills
Essential:
Experience in service coordination, administration, or operational support
Strong communication and interpersonal skills
High attention to detail and ability to manage sensitive information
Confident using digital systems and reporting tools
Ability to lead by example and support others in a team environment
Desirable:
Familiarity with performance reporting, governance, or compliance frameworks
Experience developing SOPs or training materials
Education:
GCSE or equivalent (preferred)
This position is ideal for someone who enjoys working in a busy, collaborative environment where attention to detail, empathy, and problem-solving are highly valued.
The application process:
Our mission is to support our clients in their creation of 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, then please make it known at the earliest opportunity.
We will carefully consider your details and advise you if we're able to progress with your application within 72 working hours .If you do not hear from us within this time your details wont be retained. So, if you're not successful on this occasion, do continue to respond to future roles we advertise. In the meantime, all good wishes and continued success with your search for employment.
About Us
Prince Personnel are an employment agency working on behalf of our client.Whether youre seeking a new permanent position, temporary assignment or contract youll find us easy to deal with.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.With the best jobs around we are an independent agency working hard for you.
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