Service Specialist

Job description

End Date Sunday 29 November 2026 We Support Flexible Working – Click here for more information on flexible working options Flexible Working Options Hybrid Working Job Description Summary As a Service Specialist, you will be capable of working independently managing a wide range of customer inquiries and moderately complex issues. They contribute to improving service processes and begin mentoring newer team members. This grade focuses on deepening product knowledge, enhancing problem-solving skills, and taking on more responsibility in customer issue resolution. Job Description • Monitors and analyses data as directed using budgeting systems and protocols. • Provides a quality service to customers by processing cases, dealing with complex queries and/or investigating and resolving customer problems, and may identify new customer retention or business opportunities. • Edits documents to fit the organisation's style guidelines and prepares information for publication using established procedures and standards. • Supports and enables others to use and benefit from existing data management systems. • Develops personal capabilities using existing formal and informal training opportunities, while also coaching others as required. • Identifies shortcomings in existing processes, systems and procedures, then uses established change management programmes to deliver prescribed outcomes and/or provide support services. • Reviews non-compliance issues within current compliance processes, systems, and procedures, and works with guidance to ensure solution of ad hoc problems within the assigned unit/(sub)discipline. • Helps others use and benefit from the existing knowledge management systems. • Navigates a wide variety of existing processes, procedures and precedents to interpret data and identify possible answers. • Supports others by performing prescribed product development/engineering activities (e.g., analysing client situations, interpreting data, etc.) using existing procedures. • Supports others by using strategic planning systems and protocols.