Frontline Pensions Support Specialist

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

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