At a Glance
- Tasks: Support teams with complex customer cases and drive process improvements.
- Company: Join a leading financial services firm with a focus on innovation.
- Benefits: Enjoy a competitive salary, hybrid work, and great perks.
- Other info: Dynamic role with opportunities for professional growth and development.
- Why this job: Make a real difference in customer service and enhance operational efficiency.
- Qualifications: GCSEs in English and Maths; experience in process improvement is a plus.
The predicted salary is between 29700 - 36300 £ per year.
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
- 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
- #J-18808-Ljbffr
Customer Service Specialist employer: Bradley David Associates
Bradley David Associates is an excellent employer for logistics professionals, offering a dynamic work environment in the bustling port town of Felixstowe. With a strong focus on employee development and a collaborative culture, team members are encouraged to grow their skills and advance their careers while contributing to the success of the freight forwarding business. The company values innovation and teamwork, making it a rewarding place for those looking to make a meaningful impact in the logistics sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Bradley David Associates. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Bradley David Associates before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Specialist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Bradley David Associates:Your cover letter is your chance to shine! Tell us why you want to work at Bradley David Associates specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Bradley David Associates!
How to prepare for a job interview at Bradley David Associates
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
