Job Description

Location: Leeds and London

Acting as a trusted point of contact, this role will work to assess queries from colleagues and business areas, manage escalations appropriately, and maintain the integrity of business processes. The role is centred on service delivery, operational reliability, and continuous improvement.

Key Interactions

As well as supporting CS Business Areas and addressing direct queries from Bank colleagues, the role will require regular interactions with other colleagues within the wider OBS support model who sit within other CS Directorates (primarily AskHR and Finance Operations), support colleagues from Technology and other Business SMEs where appropriate.

Primary Responsibilities

Service & Operational Support (c.70%)

• Act as a first line point of contact for supplier, colleague and business queries, ensuring they are handled promptly, professionally, and with a strong service ethos.
• Resolve day‑to‑day data and process workflow issues, ensuring accuracy, consistency, and alignment with Bank policy.
• Independently assess issues, applying judgement to resolve where appropriate and escalate more complex matters through agreed support channels.
• Maintain accurate and up‑to‑date organisational data, supporting data integrity and reliable business operations.
• Support roles and position administration activities to reflect organisational changes and business requirements.
• Manage workflow activities, including monitoring transaction status, re‑routing where approvers are unavailable, and providing visibility to stakeholders on progress.
• Where queries cannot be resolved directly, passing them to appropriate Business SMEs, or for queries of a technical nature, passing onto the Technology Support Team, and raising a related Remedy ticket.
• Support access governance processes by reviewing and approving business access requests, maintaining audit trails, and ensuring compliance — without executing access changes directly.
• Support the production of service metrics and dashboards where required (performance, service provision, colleague/supplier details)
• Support activities spanning procurement platforms including P2P, catalogues, sourcing, contract management, SRM, and supplier due diligence systems, ensuring consistent service and accurate guidance.
• Liaise with Finance to help resolve purchase order–related invoice queries, ensuring issues are tracked and progressed to resolution.
• Support supplier onboarding activities by introducing new suppliers into the Bank’s procurement systems in line with established process and governance.
• Provide operational support for P2P (Procure‑to‑Pay) and procurement catalogue processes, including maintaining and improving supporting protocols to ensure alignment with procurement policy.

 Issue Management, Testing & Quality Assurance (20%)

• Coordinate and participate in business user acceptance and regression testing once fixes are provided by Tier 2/3 teams, ensuring solutions meet business needs before their formal implementation.
• Support investigations and testing activities in controlled test environments where required, strictly in a business assurance capacity.
• Identify recurring issues and trends, feeding insights into service improvement and prevention activities.
• Actively support continuous improvement initiatives aimed at improving colleague experience, service quality, and operational reliability.
• Provide training to business areas where required in new service functionality and process changes (where required) to support adoption and build understanding
• Knowledge, Documentation & Continuous Improvement (10%)
• Document resolutions, known issues, and FAQs to support consistent handling of enquiries and faster resolution times.
• Contribute to the maintenance of shared knowledge resources, promoting knowledge sharing across the support function.

Skills, Knowledge & Experience

Minimum Criteria

• Experience providing customer or operational support in a professional environment, including handling enquiries, resolving issues and escalating where appropriate
• Experience working with business processes, workflows and data, with a strong attention to detail and commitment to data quality
• Experience supporting procurement processes or e-procurement systems, such as Procure-toPay (P2P), sourcing, purchasing, invoicing or supplier administration
• Ability to analyst information and use judgement to resolve operational issues, escalating more complex matters through agreed processes
• Strong written and verbal communication skills with the ability to work effectively with colleagues, stakeholder and suppliers

Essential

• Strong customer service mindset, with experience handling enquiries and resolving issues in a professional support environment.
• Demonstrable experience working with business processes, data quality, and operational workflows.
• Ability to assess issues, apply judgement, and escalate appropriately within defined support models.
• Strong attention to detail, particularly when managing people related data and documentation.
• Clear and confident communication skills, with the ability to engage effectively with colleagues and stakeholders at all levels.
• Experience supporting e‑procurement systems (notably P2P and sourcing) and associated operational processes.
• Experience in data collection/cleansing/analytics and producing dashboards/visualisations for procurement insights
• Understanding of procurement policy/regulatory context (e.g., Public Contracts Regulations 2015).

Desirable

• Experience supporting a relevant set of business processes within a large or complex organisation.
• Familiarity with structured issue management, knowledge management, or service improvement practices.
• Experience contributing to user acceptance or business assurance testing activities.
• MCIPS (or working towards) and/or experience configuring eSourcing systems

Our Approach to Inclusion

The Bank values diversity, equity and inclusion. We play a key role in maintaining monetary and financial stability, and to do that effectively, we believe we need a workforce that reflects the society we serve.

At the Bank of England, we want all colleagues to feel valued and respected, so we're working hard to build an inclusive culture which supports people from all backgrounds and communities to be at their best at work. We celebrate all forms of diversity, including (but not limited to) age, disability, ethnicity, gender, gender identity, race, religion, sexual orientation and socioeconomic status. We believe that it’s by drawing on different perspectives and experiences that we’ll continue to make the best decisions for the public.

We welcome applications from individuals who work flexibly, including job shares and part time working patterns. We've also partnered with external organisations to support us in making adjustments for candidates and employees in the recruitment process where they're needed.

From 1st October 2026, we expect all our colleagues to spend a minimum of 50% of their working time in the office per month. This is to capitalise on the benefits of working together in person across teams, while maintaining the flexibility offered by home working. Subject to that minimum requirement, individuals and managers should work together to find what works best for them and their team.

Finally, we're proud to be a member of the Disability Confident Scheme. If you wish to apply under this scheme, you should check the box in the ‘Candidate Personal Information’ under the ‘Disability Confident Scheme’ section of the application.

Salary and Benefits Information

We encourage flexible working, part time working and job share arrangements. Part time salary and benefits will be on a pro-rated basis as appropriate.

The salary for this role is, London: £33,600 - £37,800 and Leeds: £30,240 - £34,000

In addition, we also offer a comprehensive benefits package as detailed below:

• Currently a non-contributory, career average pension giving you a guaranteed retirement benefit of 1/80th of your annual salary for every year worked. There is the option to increase your pension (to 1/65th) or decrease (to 1/105th) in exchange for salary through our flexible benefits programme each year. The Bank has the discretion to vary standard accrual rates and dial up and dial down rates at any time and to withdraw dial up and dial down options at any time.
• A discretionary performance award based on a current award pool.
• An 8% benefits allowance with the option to take as salary or purchase a wide range of flexible benefits.
• 26 days’ annual leave with option to buy up to 12 additional days through flexible benefits.
• Private medical insurance and income protection.

National Security Vetting Process

Employment in this role will be subject to the National Security Vetting clearance process (and typically can take between 6 to 12 weeks post offer) and the passing of additional Bank security checks in accordance with the Bank policy. Further information regarding the vetting and security clearance requirements for the role will be provided to the successful applicant, and information about how the Bank processes personal data for these purposes, is set out in the Bank's Privacy Notice.

The Bank of England welcomes applications from all candidates, but as a UK Visas and Immigration (UKVI) approved sponsor, we have a responsibility to comply with the Immigration Rules and guidance. As such, our ability to employ individuals who require sponsorship for immigration purposes is limited. The Bank cannot guarantee that you and / or the role you are applying for will be eligible for sponsorship and that any application made to UKVI will be successful. Eligibility will therefore be considered on a case by case basis.

The Application Process

Important: Please ensure that you complete the ‘work history’ section and answer ALL the application questions fully. All candidate applications are anonymised to ensure that our hiring managers will not be able to see your personal information, including your CV, when reviewing your application details at the screening stage. It’s therefore really important that you fill out the work history and application form questions, as your answers will form a critical part of the initial selection process.

The assessment process will comprise of two interview stages.

This role closes on 16th October 2026

Please apply online, ensuring that you complete your work history and answer ALL the application questions fully and in detail as your application will not be considered if all mandatory questions are not fully completed.

We are the UK's central bank - and we are a bank like no other; known by our peers for our world-leading thinking on policy and strategy.

Our mission is to promote the good of the people of the UK by maintaining monetary and financial stability. We seek to keep prices stable and people's money safe. We know our work matters to people, to families, up and down the UK. We are driven by curiosity and the desire to do important, challenging work.

It takes a great team to run the Bank of England. We rely on each other to play our part. We benefit from a collaborative culture and long-established flexible ways of working, supporting our colleagues balance their work and personal lives. We strive to be a place where people feel they belong and have equal access to opportunities, because different perspectives helps us make the best decisions for the public.

There's much to gain from working with us - from career defining work at the heart of the UK economy, being part of a fantastic team, and a rewarding compensation package.

Join us and find a bank like no other. Together, we can make a difference.

The Bank of England will use and protect the information you provide when you apply for a role with us, in line with our obligations under data protection law. This is so we can assess your suitability for the role and administer your application. If you’re successful we’ll use it to offer you a position and onboard you to join the Bank.

If you would like more details about how your information will be used and your information rights, please visit our recruitment privacy notice