Operations Analyst – Service Delivery in Exeter

We are looking to appoint an Operations Analyst to join our 24/7 Service Delivery to provide world-class customer support to help us make a difference to our planet. The job may be suitable for hybrid working, which is where an employee works part of the week in the office and part of the week from home. This is a voluntary, non-contractual arrangement and the location advertised will be your contractual place of work. Our opportunity is full-time, 37 hours per week, based in Exeter.

As our Operations Analyst, you will help deliver a world-class customer service using our IT Service Management tool ServiceNow to manage customer interactions via phone and email. Working in this continuously evolving environment, with global customers (both commercial and members of the public), you will tackle a range of questions, which requires you to actively listen and have a genuine level of empathy in times of distress or frustration.

In this post, you will play a key role in the Incident Management process, ensuring progression of external customer incidents through to resolution, minimising customer impacts through working closely with IT Operations, Service Management and other support teams to resolve customer issues in a timely manner, ensuring the customer is kept up to date throughout the process. You will maintain accurate incident records in our IT Service Management tool and keep Service Desk process documentation and knowledge articles up to date. As an escalation point, you will coach the Service Desk team on complex enquiries. You will monitor commercial file delivery, resolving or escalating transfer issues promptly whilst keeping the customer informed and implementing product changes on operational commercial file delivery systems.

This 24/7 post has a roster pattern which is issued 8 weeks in advance and is typically made up of four 12-hour shifts: Day (7am - 7pm), Day, Night (7pm - 7am) then Night. These four shifts are followed by four days off. This 8-day pattern means your working days are different each week. We aim to give 24/7 shift workers some shorter weekday shifts to attend training, team meetings and pursue personal development opportunities throughout the year. The expectation of at least two days per week in our Exeter headquarters applies to weekday Day shifts, so some weeks may be less than two. The office space is available to you for all your shifts if required.

To handle questions about weather forecasts and climate, manage customer communications during high-impact incidents, collaborating with IT Operations to ensure timely and proactive updates to affected customers. Work with the IT Service Management team to ensure accurate Customer Service Demand (CSD) details are captured and updated to ensure operational delivery of service products and data.

Essential Criteria, skills and experience:

• An expert by nature, with experience of providing first line IT support.
• Evidence of working with IT processes within IT Service Management tools and developing them to improve customer experience through continual service improvement.
• A proven track record of problem-solving along with a customer-focused mindset.
• Able to communicate effectively and empathetically, both verbally and in writing, with a diverse range of internal and external customers, including senior management.
• Ability to work under own initiative and prioritise workload in a fast-paced operational environment, taking ownership of events to ensure quick customer resolutions.
• Team player with a 'better together' ethos, able to actively listen to colleagues, respect and contribute to ideas and aim to continuously improve the way we work together.

How to apply: If you share our values, we’d love to hear from you! Click apply to begin your application. Please complete your career history and provide evidence against each of the essential criteria in the supporting statement questionnaire. We recommend candidates use the CARL method (Context, Action, Result and Learning) for presenting evidence of experience and skills. Closing date is 27th January 2026 with first stage virtual assessments on either the 4th or 5th February 2026. Successful candidates will be invited for a face-to-face interview on either 11th or 12th February 2026.

We can only accept applications from those eligible to live and work in the UK. We require Security clearance, for which you need to have resided in the UK for at least 3 of the last 5 years to be eligible, 2 of these years must be immediately preceding the point of your application. You will need to achieve full security clearance within your first 6 months with us.