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Service Delivery Co-ordinator (full & part time)

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Join the company behind exciting brands such as and and help us deliver our goal to become a world-class digital retailer.

It’s a great time to join Shop Direct; our customers have never been closer to us having recently unveiled our customer closeness centre which sits at the front of Head Office this has allowed us to get to know our customers better than ever, alongside this we have been one of the first companies to offer multi-channel and are using insight in more ways than we ever have before. As we continue on our customer care journey, we are hiring for the country’s top talent to join us in what we believe is a truly exciting time here at Shop Direct.

Working within our customer care team operation, we are looking to recruit a team of Service Delivery Co-Ordinators. This team will help to support us on the journey as we insource service delivery from across all our estates, joining a team of experienced service delivery team at our offices in Aintree. In this role, you will help to deploy the correct resource to meet demand both inbound and outbound whilst ensuring that we meet customer service targets and service level and service delivery agreements.

About the role...

By deploying the correct level of resource, we are able to deliver the correct level of service to our customer. As a result, the resource is monitored in real-time on a continual basis and adjusted to ensure that we are effective as an operation but also compliant against Ofcom regulations.

You will have to analyse and interpret a huge amount of data to ensure robust and accurate real-time decisions are made to maximise resource efficiency, productivity, performance as well as service delivery to our customer.

Shift Patterns

There are various shift patterns across the new team and due to the nature of the support required across our operations the shifts could include evening and weekend work, we have a number of full and part time shifts which you can discuss with the talent partner at telephone interview stage including;

SHIFT 1 (31 hours)

sunday 13:00 - 18:00

Monday 13:00 - 21:15

Tuesday 14:00 - 21:00

Wednesday 14:00 - 21:15

Saturday 13:00 - 18:00

SHIFT 2 ( 35 hours - full time)

Monday 13:30 - 21:00

Tuesday 13:30 - 21:00

Wednesday 13:30 - 21:00

Thursday 13:30 - 21:00

Friday 13:30 - 21:00

SHIFT 3 (33 hours)

Sunday 07:00 - 13:00

Wednesday 07:00 - 14:30

Thursday 07:00 - 14:30

Friday 07:00 - 14:30

Saturday 07:00 - 13:00

SHIFT 4 (26 hours)

Sunday 07:00 - 13:00

Monday 07:00 - 14:30

Tuesday 07:00 - 14:30

Saturday 07:00 - 13:00


Sunday 12:45 - 20:15

Thursday 12:45 - 20:15

Friday 12:45 - 20:15

Saturday 12:45 - 20:15

About you...

You will deal with a wide variety of internal and external stakeholders so the ability to communicate and influence at all levels is paramount.

You will be able to interact with a wide range of stakeholders with the ability to consult and listen as well as influence them. You will provide guidance on the prioritisation of small projects as well as the impact of decisions, all the time focussing on the optimal result for Shop Direct.

You will possess excellent verbal communication skills and have the ability to write succinct reports. You’ll have experience of delivering or managing complex change programmes or portfolios and the delivery frameworks associated. Being an excel whizz you will be able to manipulate and analyse large amounts of data.

You will be able to work in a fast-paced environment and deliver against stretching targets and deadlines. As such you will be a flexible and resilient character as well as being an excellent team-player.

About us…

We’re the UK’s second largest pureplay online retailer and we exist for one simple reason; to make good things easily accessible to more people. It’s our purpose, why we get out of bed in the morning.

It means offering the best range of famous brands, a seamless online shopping journey and unique ways to spread the cost that our customers love.

We’ve been doing it for more than 80 years and our digital department stores have become household names, from the much-loved to, which is now our biggest and fastest growing brand with sales of more than £1bn.

Today, we turnover more than £1.9bn, our websites get over 1.2m visits every day and 62% of our online sales are from mobile devices. We sell over 1,300 famous brands and deliver 49 million products to over four million customers each year.

We’ve got a clear goal. It’s to become a world class digital retailer. We’re already well on the way and, by staying true to our purpose, we believe we’ll achieve our ambition.

How to Apply...

This is a fantastic opportunity to use your knowledge of Shop Direct and make a real difference to our change agenda and bottom line. If you are interested to find out more please contact the Talent Acquisition Team at Shop Direct or apply online.

Please note…

The Talent Acquisition Team at Shop Direct is managing this vacancy directly and will not be accepting CV’s sent by any recruitment agencies.

Please be advised, if successful in securing this position you may be required to undertake a credit, CIFAS and CRB check.

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