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360 Resourcing Solutions Logo 360 Resourcing Solutions · Customer Service

Service Delivery Agent

United Kingdom, Telford Employment contract 24781.00 GBP / Year · Job Posted May 27, 2026
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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.

Job Responsibility

  • 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 and update customer information
  • Maximise booking opportunities where appropriate
  • Send course information and follow up actions to customers
  • Take ownership of issues and see them through to resolution
  • Proactively anticipate problems and escalate or coordinate with colleagues when required
  • Document and report issues accurately
  • Undertake training to maintain up to date knowledge of systems, processes and services
  • Keep informed on digital video platforms used for course delivery
  • Commit to achieving personal and team KPI's

Requirements

  • Demonstrates a proactive approach to learning
  • Uses data, feedback, and insight to support decision making
  • Builds strong, positive working relationships
  • Communicates clearly, professionally, and effectively
  • Acts with honesty, accountability, and professionalism
  • Maintains high standards of accuracy, confidentiality, and compliance
  • Delivers high quality outcomes with strong attention to detail
  • Takes ownership of challenges
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