Customer Service Specialist (Partnership Accounts) in Cirencester

The Partner Remuneration Operations department is responsible for ensuring accurate and timely payments to Partners, along with providing a high level of service in managing all related queries. The department is made up of three operational teams that collectively oversee the end-to-end Partner payment process.

Two of these teams focus on processing and back-office functions, handling the logging, reconciliation, processing, and administration of Partner payments and remuneration data. The third team, Partnership Accounts, is a Partner-facing function that manages direct queries and supports Partners in understanding their payments. Together, these teams ensure that all aspects of Partner Remuneration are delivered efficiently, accurately, and in line with service standards.

As a Customer Service Specialist (Partnership Accounts), as known as Partnership Accounts Specialist internally, you'll play a key role in delivering a high-quality, Partner-focused service within the Partner Remuneration team. Working as part of a high-performing operational helpdesk, you'll support SJP Partners and FMT by managing a wide range of remuneration-related queries via phone and email, providing technical guidance on systems, reporting, payments and Partner qualification metrics.

What you'll be doing:

• Building an understanding of Partner Remuneration across all products types with in-depth knowledge of associated Partner Benefits that impact overall Partner Remuneration.
• Building and managing relationships with key stakeholders across the business and Partnership, to ensure delivery of consistently high levels of service.
• Preparing and hosting presentations to Partners and FMT on all aspects of Partner Operations.
• Working autonomously, managing own workload alongside various other priorities.
• Allocating admin tasks as appropriate into the team and manage timescales accordingly.
• Managing a wide range of queries via e-mail and telephone as part of a team who are responsible for handling all inbound calls and emails from the Partnership and FMT.
• Supporting with training and identify and raise knowledge and training gaps.

About you:

We're looking for a confident and curious problem solver who enjoys building relationships and delivering excellent service. You'll be comfortable handling complex queries, working with a variety of stakeholders and taking ownership to investigate issues and deliver the right outcome, whilst continuously developing your technical knowledge.

Essential Criteria:

• Strong communication skills, with the ability to explain complex information in a clear and simple way.
• Proven experience building effective relationships and managing a variety of stakeholders.
• Analytical and investigative mindset, with strong problem-solving skills and attention to detail.
• Excellent organisational skills with the ability to manage multiple priorities and work autonomously.
• Confidence working with numerical information and interpreting data.
• Resilient, adaptable and customer-focused, with a genuine desire to learn and improve.

Desirable Criteria:

• Knowledge of Partner Remuneration, fee structures or financial services operations.
• Understanding of SJP's Partnership model, business structure and key internal stakeholders.
• Experience using BlueDoor, Salesforce, Optymyze or other relevant business systems.
• Strong Excel skills and experience working with financial or operational data.