Operations and Service Delivery Coordinator

Thrive by Blackfinch is a modern workplace pension, benefits and financial wellbeing platform designed to help employers support their employees’ financial future. Built by the team behind Blackfinch Group, Thrive combines pensions, benefits and financial education in one simple digital platform, helping employees take greater control of their financial wellbeing while reducing administration for employers. Thrive is a growing business, so this role is suited to someone who enjoys variety, takes initiative and is comfortable helping shape and improve operational processes as the business evolves.

Purpose of Role

The Operations & Service Delivery Coordinator will play a key role in supporting the operational delivery of Thrive’s workplace pension and benefits platform, acting as a central point of coordination for employer onboarding, intermediary partner support, operational processes and customer service delivery. The role will work closely with employers, advisers, intermediary partners and Thrive’s pension provider to ensure onboarding activity, operational support and ongoing service delivery are managed efficiently and to a high standard. This role is suited to someone with strong operational coordination skills who is comfortable managing multiple workstreams, supporting client implementations and contributing to the continuous improvement of Thrive’s operational processes and customer experience.

Key Responsibilities

• Customer, Employer & Partner Support
  • Respond to employer, member, adviser and intermediary partner queries via email, phone and digital support channels.
  • Take ownership of operational and support queries through to resolution, coordinating with internal teams and external partners where required.
  • Provide technical and operational support relating to the Thrive platform, pension schemes, workplace benefits and onboarding processes.
  • Support intermediary and strategic partners with agreed service delivery requirements and operational support activity.
  • Work to agreed service levels and operational standards when managing onboarding tasks, partner requests and customer queries.
• Employer/Partner Onboarding & Implementation Coordination
  • Coordinate the onboarding of new employers/partners onto the Thrive platform, including setup, payroll configuration and contribution processes.
  • Support employers and intermediary partners with salary sacrifice implementation and employer transition processes.
  • Work closely with Thrive’s pension partner to coordinate pension onboarding activity and support pension scheme switches where required.
  • Lead onboarding project coordination for larger partner-led or intermediary-led implementations.
  • Guide employers and partners through setup requirements, contribution submissions and operational processes to ensure successful implementation.
• Operational Administration & Service Delivery
  • Support day-to-day operational processes across Thrive’s internal systems and service delivery workflows.
  • Monitor onboarding progress, operational tasks and support requests to ensure timely completion and service quality.
  • Assist with operational oversight of billing, invoicing and related administrative processes.
  • Use CRM, operational systems and support platforms to manage customer interactions and maintain accurate records.
  • Coordinate with Product, Operations and external partners to resolve issues and improve operational delivery.
  • Maintain high standards of data quality, accuracy and confidentiality in line with regulatory and operational requirements.
• Knowledge Management & Process Improvement
  • Maintain and develop Thrive’s FAQ content, user guides, operational documentation and knowledge base resources.
  • Create bespoke guides, onboarding materials and operational communications for employers, intermediary partners and platform users.
  • Identify recurring support themes and opportunities to improve operational processes, automation and customer experience.
  • Assist with documenting operational processes and supporting Thrive’s use of automation and AI-enabled operational tools.
  • Contribute ideas and recommendations to help Thrive scale and improve operational efficiency.

Person Specification

Essential

• Experience in an operational, onboarding, service delivery or customer support role within pensions, workplace benefits or financial services.
• Experience supporting employer onboarding, pension administration or workplace benefits processes.
• Strong organisational and coordination skills with the ability to manage multiple priorities and stakeholders.
• Excellent written and verbal communication skills.
• Strong attention to detail and ability to work accurately within operational processes.
• Comfortable supporting both clients and intermediary partners in a fast-paced environment.
• Strong digital literacy and confidence using CRM systems, operational tools and customer support platforms.
• A proactive and solutions-focused approach, with the ability to take ownership of tasks and operational issues.

Desirable

• Experience supporting salary sacrifice setup or employer transition processes.
• Understanding of workplace pension onboarding and pension scheme switching processes.
• Experience creating operational documentation, guides or customer communications.
• Experience working with intermediary or adviser distribution models.
• Familiarity with digital support tools, workflow automation or AI-enabled service platforms.

We reserve the right to close the vacancy early, should we receive sufficient applications. Thrive by Blackfinch is an equal opportunities employer that values diversity and welcomes applications from all suitably qualified persons regardless of their ethnicity, gender, sexual orientation, age, disability, religious practice or any other perceived differences. A copy of our Equal Opportunities Policy is available upon request.

Location: Elkstone, Gloucestershire / Hybrid

Salary: £35-45K dependent upon experience

Application Deadline: Monday, June 15, 2026