Front Line Support Consultant

Lumera; West of England; Hybrid; GBP 28,000 - 40,000; Full time

Job summary

Lumera is seeking a Front Line Support Consultant to join the Bristol Operations team. You will support clients using Lumera's pension software, triage issues, manage access, and guide service requests across email, phone, and Teams, while coordinating with product and technical teams.

You'll work in a client-facing capacity in a hybrid setup with 2 days per week in the Bristol office, contributing to knowledge sharing via Confluence and continually expanding product knowledge in the life and

Qualifications

• Enjoys solving problems and investigating issues.
• Has a relevant degree.
• Is confident communicating with customers and building professional relationships.
• Can explain technical issues clearly to both technical and non-technical audiences.
• Is organised and able to prioritise multiple tasks effectively.
• Has a curious mindset and enjoys learning new technologies and business processes.
• Works well independently whilst also collaborating with wider teams.
• Takes ownership of issues and sees them through to resolution.

Responsibilities

• Investigating, triaging, and resolving software error messages and application-related issues within our pension administration platforms.
• Managing user access requests, password resets, and client permissions.
• Supporting clients via email, phone, and Microsoft Teams, providing professional and responsive support experience.
• Monitoring, tracking, and prioritising incidents and service requests using Jira to ensure service levels are achieved.
• Working closely with product specialists and technical teams to escalate and coordinate the resolution of more complex issues.
• Keeping clients informed with clear and timely updates throughout the lifecycle of an incident or request.
• Contributing to knowledge sharing by creating and maintaining documentation, supporting articles, and best practices within Confluence.
• Developing your knowledge of Lumera's products, technologies, and pension industry solutions.

Skills

Customer service

Communication

Problem solving

Organised

Willingness to learn

Education

Relevant degree

Tools

Jira

Confluence

Microsoft 365

Microsoft Entra ID

Active Directory

SQL

Job description

Are you passionate about solving problems and helping customers get the most from business-critical software? Do you enjoy investigating issues, working with people, and learning how complex systems operate? If so, we'd love to hear from you.

We're looking for a Front Line Support Consultant to join our growing Operations team in Bristol. You'll play a key role in supporting clients who use Lumera's pensions software solutions, helping them resolve issues, guiding them through service requests, and ensuring they receive an exceptional support experience.

This is a varied, client-facing role where no two days are the same. You'll work closely with customers, product specialists, and technical teams while developing valuable experience in software support within the financial services industry.

Your New Mission

You’ll be involved in the day-to-day delivery of support services for our clients, including:

• Investigating, triaging, and resolving software error messages and application-related issues within our pension administration platforms.
• Managing user access requests, password resets, and client permissions.
• Supporting clients via email, phone, and Microsoft Teams, providing professional and responsive support experience.
• Monitoring, tracking, and prioritising incidents and service requests using Jira to ensure service levels are achieved.
• Working closely with product specialists and technical teams to escalate and coordinate the resolution of more complex issues.
• Keeping clients informed with clear and timely updates throughout the lifecycle of an incident or request.
• Contributing to knowledge sharing by creating and maintaining documentation, supporting articles, and best practices within Confluence.
• Developing your knowledge of Lumera's products, technologies, and pension industry solutions.

What We Offer

• A collaborative and supportive team environment.
• The opportunity to work with leading pension providers and financial services organisations.
• Full training on Lumera products, processes, and technologies.
• Career development opportunities within Operations, Product Support, Service Delivery, and other specialist teams.
• Exposure to business-critical applications used across the life and pensions industry.
• A hybrid working model with a centrally located Bristol office where you will be expected to work 2 days per week in our Bristol office.
• A comprehensive benefits package focused on your professional development and wellbeing.

We're Looking For Someone Who

• Enjoys solving problems and investigating issues.
• Has a relevant degree
• Is confident communicating with customers and building professional relationships.
• Can explain technical issues clearly to both technical and non-technical audiences.
• Is organised and able to prioritise multiple tasks effectively.
• Has a curious mindset and enjoys learning new technologies and business processes.
• Works well independently whilst also collaborating with wider teams.
• Takes ownership of issues and sees them through to resolution.

Nice to Have

• Experience in a customer-facing role such as Customer Service, Helpdesk, Service Desk, or Application Support.
• Experience supporting software or business applications.
• Familiarity with Microsoft 365.
• Exposure to Microsoft Entra ID or Active Directory user administration.
• Basic SQL or database querying experience.
I>Experience using ticket management platforms such as Jira.
• Familiarity with knowledge management tools such as Confluence.

Don't worry if you don't have experience with every technology listed above. We're more interested in your communication skills, problem-solving ability, and willingness to learn.

Working Hours

This role operates on a rota basis covering core support hours, Monday to Friday between 08:30 and 17:30.

About Lumera

Lumera is dedicated to the digital transformation of the European Life and Pensions industry. As insurtech innovators, we provide technology solutions covering policy administration, data management, and migration to a broad blue-chip customer base. Combining technology and industry expertise, we also deliver a comprehensive range of specialist services tailored to local market needs.

Headquartered in Stockholm, Lumera has a significant presence across the United Kingdom, the Netherlands, Norway, Sweden, India, and Vietnam.

Additional Information

All positions within Lumera are subject to an employee vetting check. We are committed to fair and inclusive recruitment and will consider the relevance of any information disclosed.

We are Lumera - pioneering the digital transformation of the Life and Pensions industry. With strategic partnerships and advanced automation, we streamline policy administration, making complex processes simpler. Our mission, The Prudent Revolution, guides L&P providers through change, ensuring a smooth transition. Trusted for migrations and armed with deep domain expertise and innovative AI solutions, Lumera shapes the future. Join us on this innovative journey!