Service Delivery Support

**Role Purpose**

The Service Delivery Support Team is the interface between surveyors/Inspectors, sales and external clients. Ensuring we deliver a high-quality service to the needs of our assigned internal and external clients is at the core of all we do. This is achieved by working closely in a (virtual) team with Surveyors and Team Leaders from the operational side as well as Sales team members and Central Support Services

You will undertake all the required activities to ensure a smooth end to end service, providing a high-quality service to our clients safely, professionally and within agreed or reasonable timescales with a particular focus on;
- **External** **Focus**: Contributes to sustaining our existing business by meeting transactional sales and customer experience targets
- **Cost control**: Responsible to collect different sources of project and administrative costs and input in the company ERP tool, ensuring correct account of project and business streams costs and revenues
- **Planning**: Scheduling appointments for clients/ ensuring superior levels of utilization and logistics are optimized
- **Process**: Ensure document control procedures are followed and processes are met; Support team leaders and project managers/coordinators process invoices according to agreed terms and conditions and give input to the financial department to issue invoices and allocate costs;
**_Note_**_:_ _This_ _role profile outlines _the_ vision _of_ how the Service _Delivery_ _Team_ will likely _operate_s _but _acknowledges_ that _each_ _area_ _and_ team will _have_ _different_ levels _of_ maturity, _capability’s_ and _indeed_ critical mass depending _on_ _the_ _volume_ _of_ work _they_ will _be_ processing. To this end, the role profile _is_ _intended_ _as_ a guide with _the_ assumption that the _composite_ team will deliver _the_ _results_ and _capabilities_ required _to_ _ensure_ the end _to_ end service _and_ _KPI’s_ required _by_ _the_ _Service_ Delivery _team._

Key Responsibilities:
**External** **Focus**:
Contribute to sustaining our existing business.

Be the first point of contact for client’s request for services and process these requests (from price request till after sales). Ask questions to understand the client needs, issues and expectations, explain the service offering ensuring that any leads that require account management team involvement are forwarded to the relevant team members.

Generate and follow-up on standard client quotes, purchase orders and contracts, liaising where necessary with operations, sales and marketing and group services to clarify information and resolve any potential issues

Pursue quotations issued to client to complete the sale thus increasing the overall sales success rate

Increase transactional sales and meet team sales targets by identifying and successfully pursuing potential repeat purchases, contract renewals etc.

Deal with queries and build relationships with internal/external clients taking personal responsibility for ensuring

that the client needs are met.

Identify opportunities for LR to add value and provide additional services to clients and relay this information to the Team Leader

Support the team operations and sales and marketing teams in processing the required back office elements for non-standard products

Support the sales and marketing team with the preparation of bids and tenders.

Support the sales and marketing team with CRM activity in terms of analyzing data from customer experience surveys, organizing marketing events, client gatherings, seminars, training etc.

**Planning**:
Review work scope, process orders and upload into the appropriate system to create work instructions with assigned work order project numbers.

Drive superior utilization levels by ensuring resources are correctly and effectively assigned in line with project

/ client requirements.

Manage and update surveyor’s appointment diary; ensuring that appointments are both time efficient as well as geographically practical

Liaise with client and operations to schedule work and communicate date, scope of work and or any changes/amendments to relevant parties

Receive and review documents relating to work carried out and issue pro-forma invoices to the SSC

**Process**
- Achieve high level of Customer Experience / Service Excellence
- Smooth processes / short throughput times (related to the Customer Effort Score)
- Delight and surprise clients (related to the Net Promotor Score)

Prioritize and process all activities in accordance with documented processes and agreed deadlines in line with contractual requirements, cost structures and budget constraints.

Support the resolution of any client queries and disputes to aid the payment collection process and to maintain financial KPI’s within the targeted level for the team.

Handle telephone queries efficiently to give clients confidence that they are dealing with professional representatives of the company who are a