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 30000 - 40000 £ 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
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 Solihull office offers a vibrant work environment with easy access to local amenities, while our hybrid working model ensures a healthy work-life balance. With a strong focus on employee growth, competitive benefits, and a commitment to diversity and inclusion, joining Phoebus means being part of a team that values your contributions and supports your career aspirations.
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 other platforms. Ask them about their experiences and any tips they might have for your application process. It’s all about making connections!
✨Tip Number 2
Prepare for the interview by researching Phoebus and its values. Understand their commitment to client focus and innovation. This will help you align your answers with what they’re looking for, showing you’re a perfect fit!
✨Tip Number 3
Practice your communication skills! As an Operations Support Engineer, you’ll need to convey complex information clearly. Try mock interviews with friends or use online resources to refine your verbal and presentation skills.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the Phoebus team. Let’s get you that job!
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 interaction, demonstrate your excellent written and verbal communication skills. Use clear and concise language to convey your ideas and experiences.
Highlight Problem-Solving Abilities:We love self-motivated achievers! Share examples of how you've effectively resolved issues in past roles. This will show us that you can take ownership and handle challenges head-on.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Phoebus Software
✨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 problem-solving. Think of specific situations where you successfully resolved issues or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it easier for the interviewers to follow your thought process.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions prepared. Inquire about the team dynamics, the tools they use for monitoring KPIs, or how they measure success in service delivery. This not only shows your enthusiasm but also helps you gauge if the company culture is the right fit for you.
