Job Description

Role context and purpose:

The Service Operations Executive is responsible for the effective delivery and optimisation of services across all BCS products and customer groups. The role ensures services are delivered efficiently, compliantly, and in line with SLAs, while overseeing the implementation of corporate client solutions to meet specific requirements and enable smooth onboarding.

The Service Operations Executives play a key role in maintaining high-quality, consistent service experiences and driving continuous improvement and operational excellence across the organisation.

Key Responsibilities:

Service Fulfilment & Support

Oversee day-to-day service delivery and implementation for customers, ensuring workflows, resource allocation, and underpinning services (platforms, provider enablement, technical support, internal service requests) operate smoothly. Coordinate and oversee the implementation of corporate client solutions, ensuring that delivery is efficient, compliant, and aligned with client requirements and contractual obligations. Manage service requests and ensure timely, high-quality fulfilment in line with agreed SLAs and priorities.

Performance & Compliance

Monitor, analyse, and report on service performance against SLAs, KPIs, and compliance standards. Identify performance gaps, trends, and risks, taking corrective action to maintain quality and consistency. Ensure all service operations comply with organisational policies, regulatory requirements, and data protection standards.

Escalation Management

Manage systemic or operational issues escalated from Customer Support or other service teams. Coordinate cross-functional responses to resolve incidents, mitigate risk, and prevent recurrence.

Process & Policy Development

Support the development, documentation, and implementation of service processes, policies, and best practices to ensure consistency and efficiency. Contribute to standard operating procedures (SOPs) and continuous review of workflows to optimise performance.

Continuous Improvement

Demonstrate a continuous improvement mindset by seeking opportunities to enhance processes, performance, and outcomes. Lead or support improvement initiatives that enhance service quality, digital capability, and operational efficiency. Identify opportunities for automation, optimisation, and improved customer experience through technology and process redesign.

Collaboration & Integration

Work with internal teams across product, technology, customer, and operations functions to ensure seamless end-to-end service delivery. Collaborate on the rollout and integration of corporate client solutions across delivery and support teams. Support integrated service planning and delivery across departments to maintain consistency and alignment with organisational goals.

Customer & Stakeholder Engagement

Serve as a key point of contact for service operations, ensuring clear, professional, and timely communication with clients and stakeholders. Handle client feedback, escalations, and complaints promptly and professionally, ensuring resolution and continuous learning.

Reporting & Governance

Prepare and maintain accurate service operations reports, dashboards, and performance insights for management and governance bodies. Track and communicate progress against operational goals, risks, and improvement actions.

Team Support & Development

Communicate clearly, work effectively with others, and contribute to team objectives. Assist in mentoring and all service operations staff to uphold high standards and build operational capability. Contribute to a culture of collaboration, accountability, and service excellence within the team. Champion BCS values by embedding them into daily work, fostering a positive culture, and encouraging others to do the same. Remain flexible and adaptable in response to changing priorities, challenges, and work environments. Embrace change positively and support others through periods of transition.
This job description outlines the key responsibilities and expectations of the role but is not exhaustive. It may be reviewed and updated periodically to reflect business priorities and team needs.

PERSON SPECIFICATION

Education & Qualifications

5 GCSE's including Maths and English at Grade C/5 or above or equivalent experience

Experience

Strong, proven experience in a service delivery, customer service, or operations role.

Experience with project management methodologies and service improvement techniques.

Competencies & Skills

Proficiency in MS Office Suite and familiarity with service management tools. Excellent interpersonal and communication skills - both written and verbal Customer-focused mindset. Attention to detail and accuracy. Adaptability and flexibility in a dynamic work environment. Strong analytical and reporting skills. Proactive approach to identifying and solving issues. A pro-active and positive "can do" attitude Strong administrative and organisational skills Ability to prioritise and organise time to set deadlines Can communicate effectively with different stakeholders, both internal and external. Strong organisational and time-management skills. Excellent communication and interpersonal abilities. Problem-solving and conflict resolution skills. Ability to work independently as well as collaboratively in a team environment.

Knowledge

Knowledge of service delivery principles and practices, including customer service management. Understanding of service level agreements (SLAs) and performance monitoring. Familiarity with project management methodologies and service improvement techniques. Knowledge of relevant regulatory and compliance frameworks in the organisation's sector. Awareness of risk management and quality assurance practices. Understanding of data analysis and reporting techniques for service performance tracking. Knowledge of operational workflows, customer relationship management systems (CRM), and industry-specific tools.
Job Types: Full-time, Permanent

Pay: Up to 30,000.00 per year

Work Location: In person