At a Glance
- Tasks: Help clients solve issues with our pensions software and provide exceptional support.
- Company: Join Lumera, a leading insurtech innovator transforming the Life and Pensions industry.
- Benefits: Enjoy a hybrid working model, comprehensive training, and a focus on your professional development.
- Other info: Gain valuable experience in a fast-paced, client-facing role with excellent career growth opportunities.
- Why this job: Be part of a dynamic team and make a real difference in clients' experiences.
- Qualifications: A relevant degree and strong communication skills are essential.
The predicted salary is between 38250 - 46750 £ per year.
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
- 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.
- 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.
Front Line Support Consultant in Bristol employer: Lumera
Lumera is an exceptional employer located in Bristol, offering a dynamic work culture that values collaboration and innovation. With a hybrid work model, employees enjoy flexibility while benefiting from extensive professional development opportunities in the pensioner payroll sector. Join us to be part of a supportive team that prioritises employee growth and fosters a rewarding work environment.
StudySmarter Expert Advice🤫
We think this is how you could land Front Line Support Consultant in Bristol
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lumera. 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 Lumera 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 Front Line Support Consultant in Bristol
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 Lumera:Your cover letter is your chance to shine! Tell us why you want to work at Lumera 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 Lumera!
How to prepare for a job interview at Lumera
✨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.
