Job Description

End Date

Friday 25 September 2026

We Support Flexible Working – Click here for more information on flexible working options

Flexible Working Options

Hybrid Working

Job Description Summary

As a Senior Service Specialist, you will be the go-to expert for complex service issues and escalations. They lead training sessions, contribute to service strategy, and manage high-priority service issues. This role emphasises strategic thinking, process improvement, and cross-functional collaboration to elevate overall service quality.

Job Description

• Tracks budgets and brings variances to the attention of senior colleagues while working within established budgeting systems.
• Personally meets customer needs related to standard products and services and/or supervises a team of customer advisors.
• Delivers prescribed outcomes by working as directed within established data management systems and procedures.
• Grows own capabilities by pursuing and investing in personal development opportunities and develops the capabilities of direct reports by working within existing development framework; provides specialised training or coaching in area of expertise to others throughout the organisation.
• Identifies shortcomings and suggests improvements to existing processes, systems and procedures, then delivers a plan for a small element of a change management programme with guidance from a project/programme manager.
• Identifies shortcomings in current compliance processes, systems and procedures; develops ad hoc solutions to immediate problems within assigned unit and/or discipline.
• Delivers prescribed outcomes for area of responsibility by working within established knowledge management systems.
• Makes sure that a portfolio of suppliers are delivering required levels of service while reporting to senior colleagues.
• Identifies and evaluates complex expertise-led solutions against a range of criteria to find the ones that best meet business needs.
• Delivers outcomes by managing others and working within established systems.
• Analyses customer needs and defines and delivers prescribed products by performing designated development/engineering activities using established systems.
• Develops and/or delivers elements of a strategic planning system with guidance from senior colleagues.