Customer Service Operations Specialist

Bradley David Associates is working with our leading financial services client, on the search for a Customer Service Operations Specialist.

As a Customer Service Operations Specialist, you will provide process, product, and system expertise to operational teams and key business stakeholders. You will coordinate resources and information to support project delivery, act as a subject-matter expert for complex customer queries, and help embed new ways of working through training and coaching. Using data and process knowledge, you will identify opportunities for improvement, redesign processes, and implement changes that enhance customer and colleague outcomes.

You will own and maintain process documentation and customer-facing forms, lead on risk events, data protection breaches, and complaint investigations—ensuring timely closure and implementing effective remedial actions to prevent recurrence. In addition, you will support operational controls, oversight reporting, exception monitoring, payment authorisations, ICOFR activities, and the management of suspense accounts and reconciliations. You will also act as a departmental representative in product, technical, and project forums.

• £40,000 - £50,000 dependent on experience
• 6 month fixed term contract
• 30 days + bank holidays, pro - rata
• Monday to Friday 9am-5pm, hybrid
• 10-15% Bonus
• Market leading pension, perks and benefits

What You’ll Do:

• Support operational teams with complex cases, complaints, and escalations, ensuring appropriate customer outcomes.
• Analyse data to identify improvement opportunities; redesign and embed process improvements in partnership with the Team Leader.
• Ensure process maps, customer journeys, and knowledge documents are accurate, maintained, and regularly reviewed; own and update Customer Service forms.
• Lead root cause analysis for risk events, data breaches, and complaints, implementing corrective and preventative actions.
• Deliver or coordinate expert training and coaching for colleagues across the Customer Service function.
• Support control oversight activities including authorisations, sign-offs, exception reporting, suspense management, and reconciliations.
• Represent the business area in product, technical, and project forums, ensuring operational requirements are understood and delivered.

Who You Are:

• Knowledge of Lean, Six Sigma, or similar continuous improvement methodologies.
• Skilled in data collection, interpretation, and analysis.
• Experience facilitating improvement workshops and defining/realising benefits.
• Highly organised with the ability to meet tight deadlines and manage competing priorities.
• Strong communicator, able to work effectively with frontline teams and senior stakeholders.
• Curious, proactive, and committed to driving meaningful improvements.
• Confident in solving complex problems quickly and independently.

Qualifications:

Minimum 5 GCSEs (A*–C / 9–4), including English and Maths, or equivalent. Certificate in Life Office Administration (FA1) or equivalent administrative qualification (desirable).

Benefits:

• Additional leave
• Canteen
• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Flexitime Health & wellbeing programme
• Life insurance
• Private dental insurance
• Private medical insurance
• Work from home

If you are interested and have the relevant experience, please apply to be contacted by a member of the team. You can also text your full name + 'CS BS1' to 07470 312674