At a Glance
- Tasks: Manage registration processes and enhance participant experiences in a dynamic coaching environment.
- Company: EZRA, a forward-thinking company dedicated to personal and professional growth through coaching.
- Benefits: World-class coaching, charity days, learning budget, and a weekly wellbeing hour.
- Other info: Flexible hybrid work model with opportunities for global collaboration.
- Why this job: Join a collaborative team that values diversity and supports your personal development.
- Qualifications: 3+ years in administrative roles with strong attention to detail and process management skills.
The predicted salary is between 36000 - 44000 £ per year.
- Job
- Role: Operational Service Specialist
Who we are
We believe everyone can be better with a coach... and we won’t stop until we get there.
Coaching changes people’s lives.
It helps them be happier and more productive in their work.
It turns entire companies into more inclusive, more productive places to be.
That’s why we’ve made it easy for more people – not just those at the top – to benefit from the world’s best coaches.
Thisis true of our EZRA team.
We believe a happy team is a productive one.
We help our people grow, to care deeply about and be proud of what we do.
About the role
The Operational Shared Services Specialist is part of the broader Operational Excellence team at EZRA within the Customer Experience & Operations function.
The Operational Shared Services team is our expert in back-office processes with a specialism in open enrolment registration management.
This role supports the EZRA business to deliver excellent participant experience while expediting accurate financial processing, they are a true cross-functional partner to many – specifically Customer Success, Billing, and Tech.
The Operational Shared Service Specialist will strive for efficiency in our mission critical operational tasks.
This is an individual contributor role reporting into the Manager, Operational Shared Services.
- What You’ll Do
- Core Responsibilities
- Own end-to-end registration and launch management for primarily open enrolment programs, occasionally processing for large-scale non-open enrolment populations
- Manage global coaching program coaching program extension requests
- Leverage core EZRA systems for order processing, responsible for accurate revenue forecasting of open enrolment registrations
- Coordinate cross-functionally with Customer Success Managers, Billing, and the Configuration teams to execute on E2E workflow and resolve client challenges
- Identify blockers, dependencies, and risks across OSS workflows to seize all opportunities to expedite revenue recognition and maintain accuracy
- Document processes for all open enrolment programs and processes using Confluence
- Manage multiple shared inboxes, responding to inquiries and proactively chasing incomplete registrations, following tagging protocol and inbox organization
- Coordinate credit card invoicing with Billing team, monitoring SLAs, chargeback trackers, and potential work with the LHH Billing teams [EZRA’s parent company]
- Createandsendservice quotesforparticipant’scoaching, as required
- Analyze rates and Purchase Orders for accuracy and alignment to company contracts prior to processing registrations to result in accurate invoices.
- Review of participant-facing communications to ensure instructions to register are clear and accelerate completion
- Support data hygiene initiatives
- Join account team calls, as needed
- Participate in UAT for updated functionality and bug fixes in EZRA systems
- Expanded Responsibilities
- Client access setup for EZRA portals [Customer Portal, Experience Center]
- Respond to Helpdesk ticket enquiries
- Launch participants in the Admin system [core responsibility for APAC members]
- Data hygiene projects
- Post-launch participant updates including license repurposing
- PSA system support
- Creation of templatized client-facing brochures
- Set up EZRAx programs where there is no Customer Success manager on the account
- Create program completion certification certificates
- Send nudges to participants via EZRA system to increase program engagement
- Prepare End of Program reports to highlight return on investment for clients
About You
- 3+ years of experience in a back office or administrative role
- Strongattentiontodetail, abletokeepmanyconcurrentprocessesorganized
- Experienceworkingwithtechnicalsystems
- Understandfinancialprocessesandhowtomanage POsandpaymentmethods
- Abilitytofollowanddocumentprocesses
- Theabilitytobuildcollaborationlocallyandglobally
- Committed to continuous improvement and streamlining of processes, can balance operational needs with client needs
- Ability to operate as part of a global team, flexing hours occasionally to meet specific client or business deadlines
- Life at EZRA
- Your Own World-class coach to help you grow personally and professionally.
- Coaching for Friends and family because coaching is a gift worth passing on.
- Charity Days to support the causes close to your heart - because doing good feels good.
- Learning Budget to fuel your curiosity. If it helps you grow, we’re in.
- Weekly Wellbeing Hour just for you. No meetings. No emails. Just space to breathe, reflect, or reset.
- Regional benefits flex to fit your location and lifestyle.
- A welcoming place to do your best work. Comfortable, collaborative and inclusive.
- #LI-Hybrid
We’re an equal opportunity employer dedicated to building a diverse team that reflects the communities in which we work, where everyone has a voice and feels able to be themselves.
We believe that diversity strengthens to our culture and business. Valuing uniqueness and respecting our differences means we grow faster, become better, and achieve more.
In the spirit of transparency, credentials are verified through background checks conducted upon conditional employment, in accordance with applicable laws.
Posting date
- 14-09-2026
Operational Service Specialist – EZRA employer: LHH
Join a substantial and successful privately owned group in Solihull, where you will thrive in a supportive and collaborative legal team environment. This role as Legal Counsel - Commercial Property offers not only exposure to high-quality commercial property work across diverse sectors but also generous benefits including a company pension scheme and employee wellbeing programmes, making it an excellent employer for those looking to advance their in-house legal careers.
StudySmarter Expert Advice🤫
We think this is how you could land Operational Service Specialist – EZRA
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at LHH. 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 LHH 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 Operational Service Specialist – EZRA
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 LHH:Your cover letter is your chance to shine! Tell us why you want to work at LHH 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 LHH!
How to prepare for a job interview at LHH
✨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.
