Service Delivery Manager

Location - Cheltenham

Hybrid

What be you’ll doing?

In this role you will provide experienced management and oversight of a Service Centre team.  Responsible for a customer facing team with a focus on providing a highly responsive rapid service, with an immediate resolve to learning queries and logistical requirements.  Ensuring consistent delivery of a high quality, dedicated, administrative and logistical service, with particular attention to ongoing business improvement, fulfilling projects that improve the overall service and efficiencies within the contract. 

As well as providing exceptional and accessible customer service to clients' enquiries and training needs, you will be responsible for the contractual and commercial requirements of the service.  Your focus will be to ensure that the Service Centre meet SLAs, turnaround times, and that error rates/inaccuracies are within an acceptable range

 Key Responsibilities

• Leadership and management of a customer facing highly responsive Service Centre team.
• Performance management, coaching and development of staff.
• Escalation route for Service Centre Team and a point of escalation for the wider team, responsible for resolving customer queries/issues.
• Drive and target team with turnaround targets, with overall responsibility for team performance against those turnaround times, including the quality of responses.
• Maintain the suite of processes and procedures which support the delivery of the managed training service.
• Build and maintain business relationships with clients by providing prompt and accurate service to promote customer satisfaction.
• Ensures delivery of excellent customer service through fast and accurate processing of orders, communication and coordinating with other departments to resolve enquiries.

You will demonstrate a willingness to go through Security Clearance for government programmes if necessary.

Down time
Taking time for ourselves is so important these days which is why we dedicate some of our benefits to support your health & wellbeing. These include: 27 days holiday each year, holiday buying scheme, Medicash plan, Gympass, Cycle to Work scheme, Employee Assistance Programme, and 2 days per year charity leave.

About QA

At QA, we believe the future belongs to organisations that are able to learn, master and apply new skills at pace and scale. As the largest tech training company in the UK and the fastest-growing in the US, we partner with 96% of the FTSE and most of the Fortune 500. We have served over 4,000 customers and 1+ million learners since 1985.

We believe skills alone aren’t enough but need to be applied back to the business in order to effect change. We do this through tailored learning programmes that connect learning across an organisation’s siloes, create continuity for learners, and feature collaborative, cohort-based modalities to apply skills at pace and at scale. Our unique end-to-end learning solution draws from deep expertise across apprenticeships and instructor-led training, and self-paced learning.

Please find out more about us at https://www.qa.com/about/careers/