Leader Support Specialist (5 Months-Fixed Term) in London

The role of the Global Services Department (GSD) and the Leader and Member Support (LMS) function is to support leaders, members, and the workforce of the Church. The objective is to become increasingly proactive in the support provided. This position involves working with the GSD and other Church departments to address administrative temporal affairs issues and challenges that ecclesiastical leaders may encounter. The goal is to reduce their administrative burdens. The purpose of this position is to be a point of contact to support bishops, ward clerks, and stake clerks with their questions and challenges. This support will be provided through a contact center type of environment by receiving and responding to calls, messages and emails through approved support systems. They use their knowledge, systems and help from the collaboration team in the GSD to resolve all issues. They are expected to provide complete resolution and show ownership with Christlike service. This is a developing professional individual contributor role.

Responsibilities

• Serve as the primary point of contact, advisor, and advocate for ecclesiastical leaders (including bishops, bishopric members, ward council members, counselors of a stake presidency, stake clerks, high councilors, stake council members, and missions) within an assigned area and language.
• Proactively engage with newly called leaders by providing orientation, training, and tailored guidance to help them confidently fulfill administrative responsibilities.
• Collaborate with global and area teams—including the Area Leader Support Manager, area offices, and global GSD personnel—to ensure comprehensive and accurate resolution of complex or escalated issues.
• Independently assess, diagnose, and resolve the majority of leader inquiries across Church systems, tools, policies, and administrative, procedural, and technical issues using sound judgment, leader context, and doctrinally-aligned decision making.
• Act as the designated case manager, providing end-to-end ownership of leader support needs, maintaining responsibility for each case, managing a dynamic caseload from intake through resolution with timely follow up, clear documentation, and accountability for outcomes.
• Escalate issues only when necessary, while retaining case ownership and responsibility for coordination, communication, and successful resolution with leaders and cross functional partners.
• Contribute to the development, maintenance, and improvement of leader training resources, self service content, and knowledge articles to strengthen leader capability and reduce future friction.
• Provide structured feedback and recommendations to improve systems, processes, training, and support workflows as part of continuous improvement initiatives.
• Maintain high standards of data integrity, confidentiality, accuracy, and compliance when accessing and supporting sensitive leader information.

Qualifications

• Required: 6 years of any combination of related experience or progress towards or completion of a relevant university (post-secondary) degree or an industry-recognized certification.
• Demonstrated capability in high complexity customer or leader support, including ability to listen intently, assess needs, and guide individuals through policy, system, or process solutions.
• Strong analytical and problem solving skills with the ability to comprehend policies, evaluate options, and provide accurate recommendations with minimal supervision.
• Proven ability to work effectively with senior stakeholders (leaders, managers, administrators) in situations requiring discernment, tact, and professionalism.
• Ability to provide thoughtful, constructive feedback to improve systems, processes, and training materials.
• Experience using Customer Relationship Management (CRM) tools, especially ServiceNow, to manage cases and document interactions.
• Working knowledge of Church organization, leadership roles, administrative responsibilities, and ecclesiastical processes.
• Experience in roles requiring cross-functional collaboration, training development, or service improvement initiatives.
• Maintain strict confidentiality regarding all financial data, internal operational information, and any Personally Identifiable Information (PII) of Church members or employees, ensuring such information is accessed, used, stored, and shared only in accordance with approved Church policies and legal requirements.