At a Glance
- Tasks: Support clients by managing operations and ensuring service excellence.
- Company: Join Phoebus, a top-rated tech company focused on innovation and client success.
- Benefits: Enjoy private healthcare, flexible working, generous holiday, and a vibrant workplace culture.
- Other info: Be part of a diverse team that values equality and inclusion.
- Why this job: Make a real impact in financial services while growing your career in a supportive environment.
- Qualifications: Experience in tech operations and strong communication skills are essential.
The predicted salary is between 35000 - 45000 £ per year.
About Phoebus
Phoebus Software Ltd (PSL) is a market-leading provider of innovative, flexible solutions for financial services organisations. With decades of experience and a reputation for being relentlessly client-focused, we pride ourselves on delivering exceptional technology that powers real results.
Why Join Phoebus
At Phoebus, people genuinely come first. We’re proud to have been recognised as the 16th Best Technology Company to Work For in the UK as well as one of the Top 50 UK Midsized Companies. These acknowledgements remain meaningful to us, as they were driven by the commitment and feedback of our colleagues. From our ambitious growth plans and modern tech stack to our culture of support, innovation, and well-being, PSL offers an environment where you can thrive, make an impact, and build a career you’re excited about.
Work-Life Balance & Hybrid Working
We know that great work happens when life is in balance. That’s why we offer a hybrid working model designed to give you both flexibility and connection. Our contemporary Solihull office sits right in the heart of the town, just steps away from Touchwood Shopping Centre’s shops, cafés, and restaurants—perfect for lunch breaks or post-work plans. We offer parking and we’re only a short walk from the train station, making commuting easy and stress-free.
The Operations Support Engineer has full responsibility for the service delivered to our clients, including:
- Co‑coordinate with key stakeholders.
- Executing against the stakeholder management and communication plan, to provide visibility of service performance and incident management.
- Ensure service operations support positive net promoter scores.
- Act as a single point of contact for contacts from clients and internal staff regarding operations activity and queries.
- Receiving, logging and managing contacts from clients and internal staff.
- Contribute and implement operational policies, standards, and procedures.
- Ensure all operations are conducted in an appropriate, cost‑effective way.
- Proactively monitor production KPIs.
- Ensure operational activities remain on time and within a defined budget.
- Address operational issues solving them in an effective and timely manner.
- Ensure that service operations work effectively & efficiently in the business.
- Provide insights & trends on service delivery metrics to support client reporting.
- Anticipate, identify, & mitigate things that could impact service delivery.
- Take ownership for resolving issues and escalations.
- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
Skill and Competencies
- Experience of a role within technology operational delivery.
- A passion for continuous learning and improvement.
- Excellent communicator with strong written, verbal and presentation skills.
- Curious to ensure solutions are fit for purpose and meet client and contractual obligations.
- Simplify complex information to make sure colleagues and/or clients understand it.
- Experience of risk control management.
- Understanding software development lifecycles.
- Comfortable with multi‑tasking and adapting to changing priorities.
- Incident Management experience – Managing incidents including business expectations and communication.
- A self‑motivated achiever who gains satisfaction from providing excellent customer service.
Beneficial
- Financial services and/or financial product experience.
Relationships
The Operations Support Engineers report into the Engineering Managers with oversight by the Head of Service Operations. They work closely with:
- External: Client stakeholders, 3rd party suppliers
- Internal: ELT members, Product teams, Control & Governance team, Architecture team, Delivery team, Client Management team
Phoebus Benefits Package
If you’re ready to be part of something special, we’d love to hear from you!
- Private Health care scheme including dental, optical, and mental health cover.
- Wellbeing Choice - £350.00 per annum paid towards wellbeing activities of your choice.
- Life assurance scheme at 4x salary.
- 24/7 Employee Assistance Programme.
- Flexible hybrid working.
- Contributory Pension Scheme with Scottish Widows.
- 33 days Holiday, including 8 bank holidays (5 of which are flexible bank holidays) & Holiday purchase scheme up to 5 days.
- Discretionary annual salary review & bonus.
- Electric car salary sacrifice scheme.
- Events & gifts to celebrate Long Service.
- Birthdays, Quarterly company‑paid team meals and regular social events.
Our Phoebus Values
At Phoebus we are driven by our purpose and values, building our team with the right people is fundamental to our business & culture. Our DONE values are made up of the following and we strive to live our values daily when working with colleagues and clients: Dedicated, Open, No Nonsense, Excellence.
Equality, Diversity and Inclusion
At Phoebus Software Ltd, we believe our success is driven by our people. We’re committed to building a diverse, inclusive workplace where everyone feels valued and has the opportunity to thrive. By attracting and supporting a wide range of talent, we strengthen our performance, innovation, and impact.
THIS ROLE IS HYBRID THERE IS A REQUIREMENT TO COME INTO THE SOLIHULL OFFICE (B913DL)
Operations Support Engineer employer: Phoebus Software Ltd
At Phoebus Software Ltd, we prioritise our people and foster a culture of support, innovation, and well-being, making us an exceptional employer for those seeking to thrive in the technology sector. Our contemporary Solihull office offers a vibrant work environment with flexible hybrid working options, ensuring a healthy work-life balance while being conveniently located near shops and transport links. With a strong commitment to employee growth, competitive benefits, and a focus on diversity and inclusion, we empower our team members to make a meaningful impact in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Operations Support Engineer
✨Tip Number 1
Network like a pro! Reach out to current employees at Phoebus on LinkedIn or through mutual connections. Ask them about their experiences and any tips they might have for landing the Operations Support Engineer role.
✨Tip Number 2
Prepare for the interview by understanding Phoebus's values and culture. Think about how your skills align with their commitment to client focus and innovation. Be ready to share examples of how you've demonstrated these qualities in your past roles.
✨Tip Number 3
Showcase your problem-solving skills during the interview. Since the role involves addressing operational issues, be prepared to discuss specific challenges you've faced and how you resolved them effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the position and keeping you top of mind for the hiring team.
We think you need these skills to ace Operations Support Engineer
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Operations Support Engineer role. Highlight your relevant experience in technology operational delivery and any skills that align with our values at Phoebus.
Showcase Your Communication Skills:Since this role involves a lot of stakeholder management, emphasise your strong written and verbal communication skills. Use clear and concise language to demonstrate how you simplify complex information.
Demonstrate Problem-Solving Abilities:We love self-motivated achievers! Share examples of how you've taken ownership of issues in the past and resolved them effectively. This will show us you're ready to tackle challenges head-on.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Phoebus Software Ltd
✨Know Your Stuff
Before the interview, make sure you understand Phoebus Software Ltd's mission and values. Familiarise yourself with their innovative solutions in financial services and be ready to discuss how your experience aligns with their goals. This shows genuine interest and helps you connect with the interviewers.
✨Showcase Your Communication Skills
As an Operations Support Engineer, communication is key. Prepare examples of how you've effectively communicated with clients and stakeholders in the past. Practice simplifying complex information so that it’s easy to understand—this will demonstrate your ability to convey important details clearly.
✨Be Ready for Scenario Questions
Expect questions about incident management and operational challenges. Think of specific situations where you successfully resolved issues or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your problem-solving skills.
✨Emphasise Your Continuous Learning
Phoebus values a passion for continuous improvement. Be prepared to discuss any recent training, certifications, or projects that showcase your commitment to learning. This could include anything from software development lifecycles to risk control management—anything that shows you're proactive about your professional growth.
