Job Description
As a Service Delivery Agent, you'll be the first point of contact for customers, clients, assessors, and internal teams. You'll play a key role in delivering a seamless, high-quality service by managing bookings, resolving queries, and supporting customers throughout their journey. Working in a fast-paced scheduling team, you'll handle a high volume of daily interactions while balancing speed, accuracy, and excellent customer service.
Key Responsibilities
- Book, amend, and manage customer appointments efficiently and accurately
- Handle enquiries across phone, email, webchat, and digital channels
- Resolve queries at first point of contact wherever possible
- Take ownership of issues through to completion
- Keep customers informed and manage expectations clearly
- Escalate issues appropriately with full context
- Maintain accurate records of all interactions
- Support a positive, customer-first team culture <...