Customer Service Specialist

Bradley David Associates; United Kingdom; Hybrid; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Additional leave

Canteen

Company events

Company pension

Cycle to work scheme

Life insurance

Private medical insurance

Work from home

Job summary

A leading consulting firm in the United Kingdom is looking for a Customer Service Operations Specialist to support operational teams and drive process improvements. The role includes handling complex queries and complaints, analyzing data, and leading training efforts. Candidates should possess a minimum of 5 GCSEs, strong communication skills, and experience with continuous improvement methodologies. This is a mid-senior level position with a hybrid work model and competitive benefits.

Qualifications

• Minimum 5 GCSEs (A*–C / 9–4), including English and Maths.
• Knowledge of Lean, Six Sigma, or similar methodologies is important.
• Experience facilitating improvement workshops is valuable.

Responsibilities

• Support operational teams with complex cases and escalations.
• Analyse data to identify improvement opportunities.
• Lead root cause analysis for risk events and complaints.

Skills

Knowledge of continuous improvement methodologies

Skilled in data collection and analysis

Strong communication skills

Organizational skills

Problem-solving skills

Education

Minimum 5 GCSEs (A*–C / 9–4), including English and Maths

Certificate in Life Office Administration (FA1)

Job description

Bradley David Associates provided pay range

This range is provided by Bradley David Associates. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Bradley David Associates is working with our leading financial services client, on the search for a Customer Service Operations Specialist.

As a Customer Service Operations Specialist, you will provide process, product, and system expertise to operational teams and key business stakeholders. You will coordinate resources and information to support project delivery, act as a subject‑matter expert for complex customer queries, and help embed new ways of working through training and coaching. Using data and process knowledge, you will identify opportunities for improvement, redesign processes, and implement changes that enhance customer and colleague outcomes.

You will own and maintain process documentation and customer‑facing forms, lead on risk events, data protection breaches, and complaint investigations—ensuring timely closure and implementing effective remedial actions to prevent recurrence. In addition, you will support operational controls, oversight reporting, exception monitoring, payment authorisations, ICOFR activities, and the management of suspense accounts and reconciliations. You will also act as a departmental representative in product, technical, and project forums.

• 6 month fixed term contract
• Monday to Friday 9am-5pm, hybrid
• 10-15% Bonus
• Market leading pension, perks and benefits

What You’ll Do:

• Support operational teams with complex cases, complaints, and escalations, ensuring appropriate customer outcomes.
• Analyse data to identify improvement opportunities; redesign and embed process improvements in partnership with the Team Leader.
• Ensure process maps, customer journeys, and knowledge documents are accurate, maintained, and regularly reviewed; own and update Customer Service forms.
• Lead root cause analysis for risk events, data breaches, and complaints, implementing corrective and preventative actions.
• Deliver or coordinate expert training and coaching for colleagues across the Customer Service function.
• Support control oversight activities including authorisations, sign‑offs, exception reporting, suspense management, and reconciliations.
• Represent the business area in product, technical, and project forums, ensuring operational requirements are understood and delivered.

Who You Are:

• Knowledge of Lean, Six Sigma, or similar continuous improvement methodologies.
• Skilled in data collection, interpretation, and analysis.
• Experience facilitating improvement workshops and defining/realising benefits.
• Highly organised with the ability to meet tight deadlines and manage competing priorities.
• Strong communicator, able to work effectively with frontline teams and senior stakeholders.
• Curious, proactive, and committed to driving meaningful improvements.
• Confident in solving complex problems quickly and independently.

Qualifications:

Minimum 5 GCSEs (A*–C / 9–4), including English and Maths, or equivalent. Certificate in Life Office Administration (FA1) or equivalent administrative qualification (desirable).

• Additional leave
• Canteen
• Company events
• Company pension
• Cycle to work scheme
• Life insurance
• Private medical insurance
• Work from home

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Finance and Customer Service

Industries

• Financial Services and Business Consulting and Services