Service Delivery Coordinator

House of Commons

The House of Commons is a unique and exciting place to work right at the heart of the UK's thriving democratic system. 

Behind the scenes, the House of Commons Service is made up of more than 3,000 employees who support and facilitate the smooth day to day running of the House. They provide professional services to Members of Parliament, their staff, and the wider parliamentary community.

Staff Benefits

In addition to your salary, we offer an attractive range of benefits including: 

• 30 days’ annual leave (increasing to 35 days after first full leave year). 
• Civil Service pension with an average employer contribution of 27%. 
• Access to training and development. 
• Flexible working. 
• Interest free season ticket loan and bicycle loan. 

Introduction 

The Service Delivery Teams provide customers with a range of services including reception services, Meeting and Committee Room management and support. Monitoring of cleaning and monitoring of photocopiers. We are the Evacuation controllers for Parliamentary buildings and provide first aid support. We provide AV support in meeting rooms. We escort visitors, as necessary, to ensure that they meet with their hosts and provide support for the business of the House.

The Service Delivery team aim to deliver a comfortable, safe, and efficient environment for Members, their staff, and staff of the House to work in; as well as providing a welcoming and functional environment for all visitors to the House of Commons.

The Role 

The post holder is responsible for providing an excellent reception and support service to Members of Parliament, their staff, staff of the House of Commons and the public.

Some of the responsibilities for this role include:

• Actively welcome visitors to the House of Commons on behalf of Members etc. Escort visitors, as necessary and ensure that they meet with their hosts.
• Respond to and resolve, a wide range of customer queries, by telephone, email, face-to-face or in writing. You will be in contact with a wide range of people including, Members of Parliament, members of the public, staff of the House and contacts from external organisations.
• Ensure that all facilities services are fit for purpose and are provided in accordance with customer requests and requirements e.g., set up routine IT requirements and other conference facilities, moving light furniture etc.
• Provide Parliamentary information, log faults and explain procedures to customers using a range of systems and to record all relevant information on House Service systems, adhering to policy and guidance throughout all customer interaction.

Skills and Experience 

To be successful in this role you will demonstrate:

• Excellent inter-personal skills. Ability to respond quickly and within agreed service levels and ensures customers are kept updated on progress and are satisfied with the service they have received.
• Ability to communicate clearly and effectively with a diverse range of customers at all levels. Always maintaining a professional and courteous manner.
• Ability to work successfully within a team and actively help and support others to get the job done whilst upholding the values of equality, diversity and inclusion.
• Proficiency in the use of MS Office applications, particularly Word, Excel, and Outlook and of internal systems.
• Makes constructive suggestions to improve processes or work practices.
• A willingness to attain a qualification in customer service.

Next Steps and Additional Information

• Application Form - If you would like to apply for this role, please submit an application providing evidence against criteria 1-5 in the Job Description. 

More information on the role and the full criteria can be found in the Job Description. 

Please note that most job offers will be made at the minimum of the salary range, other than in exceptional circumstances.

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