An exciting opportunity has come available for a Senior Service & Support Administrator to join the growing team at Brightwell. In this key role, you will be responsible for handling daily service and support activities, including incident triage, escalation & resolution, business communications, access requests and mentoring junior team members.
What you’ll do:
* Triage and action business support queries, escalating where needed to ensure resolution within specified service levels.
* Communicate incident updates and support responses to the business in accordance with established protocols and best practices.
* Manage staff access to administrative applications; including new starters, leavers and changes to access, in accordance with established protocols and best practices.
* Support Service and Support team members in their day-to-day tasks
* Support aspects of the annual internal audit where relevant to the team and in accordance with requirements.
* Contribute to the preparation of management information, reports, and client presentations as required.
* Contribute to the prioritisation of the on-going list of defects and change requests.
This role would suit someone with:
* A track record of delivering technical support, troubleshooting, and user assistance to end users of software applications,
* Knowledge and experience of using service management systems to classify, track and resolve software service tickets to deliver within specified service standards.
* Strong service mindset and ability to respond to issues and queries from users
* Strong diagnostic, analytical and process skills.
* Robust decision-making skills to support triage, escalation and problem-solving activities
* Experience engaging with senior stakeholders
* A positive and professional attitude including willingness to apply learning and new ways of working
* Strong interpersonal skills and ability to work in a cross functional team
* The ability to work to deadlines and manage workload appropriately
* Excellent experience, knowledge and proven capability of Microsoft Office applications, in particular Microsoft Excel
Desirable
* Experience in pensions administration systems
* Understanding of core functionality of Intellipen Pensions Administration system
Why Brightwell?
As a Brightwell colleague, you will enjoy a competitive salary, hybrid work practices, professional development, career development, and a great benefits package including:
* Annual performance bonus of up to 10%.
* 25 days holiday (increasing to 30 with service) plus bank holidays.
* A pension with 15-17% employer contributions (depending on age).
* 8 x salary Life Insurance.
* Generous family friendly policies, including up to 26 weeks full pay (maternity, adoption and paternity leave)
* Free health assessments.
* Health cash plan.
* Professional study support.
* Employee Assistance Programme and free Wellhub wellness network platform access.
* Free on-site parking.
Building an inclusive work environment:
Brightwell is committed to developing and maintaining an inclusive culture, ensuring that behaviours, working practices, and policies promote fair treatment and access to development opportunities for every colleague. We value the benefits a diverse workforce can bring and want Brightwell to be a place where all colleagues can thrive, feel that they belong, are valued, and contribute to our success. This is underpinned by Brightwell’s RISE corporate values: Responsible, Impactful, Supportive & Expert.
Apply Now!