Service Delivery Agent

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

Requirements

• At least 2 years’ experience in a customer-facing or service role
• Strong communication skills (written and verbal)
• Ability to work in a fast-paced environment
• A proactive, solution-focused mindset
• High attention to detail
• Calm, professional, and empathetic approach
• Strong team player with ownership mentality
• Experience in scheduling, bookings, or contact centres
• Experience in property, energy, or service-based industries
• Familiarity with CRM or customer service systems

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