Service Delivery Co‑ordinator

Location: Cheshire, WA3 6ZH- Hybrid based
Salary: £29,500 per annum, plus excellent benefits
Hours: Full time shift-based role covering out of business hours only (Weekdays Starting from 4pm, Weekends and public holidays)

Ready to impact a better future?

As a Service Delivery Co‑ordinator within our Justice and Immigration division, you’ll be a key member of the Service Delivery team supporting the AASC contract. You’ll play a vital role in ensuring service users’ needs are met within agreed timeframes, in line with Serco’s contractual obligations to UK Visas & Immigration.

Working in a fast paced, time critical environment, you'll coordinate activity across accommodation. maintenance and repairs, transport and allocations, ensuring high standards of service delivery during out-of-hours operations.

What you’ll do as a Service Delivery Co‑ordinator

You’ll be entrusted to:

• Build effective working relationships with internal and external stakeholders across the AASC contract.
• Maintain the integrity and accuracy of IT systems to support performance reporting.
• Produce clear, accurate reports, briefings and information updates within tight deadlines.
• Support fellow Service Delivery Co‑ordinators across service lines when required.

Core service lines

You’ll operate within one or more of the following areas:

AIRE

• • Ensure responses to AIRE notifications are completed within agreed timescales.
  • Upload and assign AIRE notifications on AORA to appropriate stakeholders.
  • Monitor AIRE requests end‑to‑end to ensure timely and appropriate resolution.

Allocations / Bookings

• Respond to Authority requests within contractual timescales.
• Monitor daily property and room availability.
• Liaise with customers to allocate accommodation for vulnerable or at‑risk individuals.

Transport

• Liaise with suppliers and subcontractors to ensure compliant transport services.
• Monitor the customer portal and upload travel requests in line with KPI 4 timescales.
• Accurately schedule and manage daily transport planners.

Repairs and Maintenance

• Monitor KPI and contractual deadlines, escalating issues to the Shift Leader where required.
• Review and amend defect classifications as appropriate.
• Support mitigation of potential non‑conformances for KPIs 5, 6 and 7.
• Prioritise, schedule and track repairs with internal and external operatives.
• Prepare and chair the daily weekend stand‑up call to brief field teams and FOMs.

Does this sound like you?

You’ll be a great fit for this role if you have:

• Strong stakeholder engagement skills with the ability to build effective working relationships.
• Excellent communication skills, able to provide clear updates across Service Delivery teams.
• Strong time‑management skills and the ability to prioritise competing demands without prompting.
• Strong ICT capability, including advanced Microsoft Excel skills.
• The ability to remain calm, resilient and solution‑focused under pressure.

Additional requirements

• A valid UK driving licence and the ability to travel within the region and occasionally across the UK is desirable.
• Security clearance at Counter Terrorism Check level and Criminal Record Bureau checks.
• This role is exempt from the Rehabilitation of Offenders Act 1974, and all offers are subject to Home Office approval.

Discover all you need to keep growing

We’re one of the top 1% of international employers, so you can be confident you’ll be joining a supportive and inclusive organisation. We offer the opportunity to develop your skills while delivering essential services that make a real difference.

What we offer

• Holidays: 25 days holiday plus bank holidays
• Pension: Up to 6% contributory pension scheme
• Training and development: Role‑specific training and ongoing professional development
• Health and wellbeing: Employee Assistance Programme and wellbeing support
• Discounts: Discounts across a wide range of retailers and services
• Employee networks: Inclusive networks supporting collaboration, belonging and growth

Let’s impact a better future, together. Apply today.

About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

Apply
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.

At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.