Job Description

Service Delivery Agent

Job Summary

Reporting to the Service Delivery Team Manager, this role acts as the first point of contact for customers, delivering an exceptional customer journey, first time, every time. The postholder will provide accurate information, support course bookings, and handle low level complaints professionally.

The role supports all Police and Court referred schemes, requiring strong system knowledge, attention to detail, and the ability to support customers sensitively and confidentially throughout their journey. As the Contact Centre is a face paced, dynamic environment, resilience, adaptability and an open mindset are essential.

Key Responsibilities

Communicate with customers via inbound/outbound calls, emails and webchat.

Use effective questioning to understand customer needs and provide accurate guidance.

Work towards first point resolution for all enquiries.

Accurately record ...