Service Management Specialist

The Vacancy

Reporting to The Service Delivery Manager you will be responsible for supporting the Service Managers in the achievement of a first-class performance from both the claims and customer contact operational teams, this will be achieved by utilising analytical skills to monitor performance alerting the appropriate stakeholder and recommending rapid solutions.

You will also provide support to the Commercial Specialist delivering robust, effective, and efficient Contract Management and commercial support throughout the contract lifecycle.

You will build strong relationships and business understanding across all appropriate stakeholder groups both internal and external and as a result you will be responsible for responding promptly to issues and queries.

My Role:

In delivering our service to customers you will:

Support the Service Delivery team to develop and strengthen supplier relationships through effective insight and analysis, to help maximise potential opportunities to improve efficiencies whilst also provide support to identify solutions to performance challenges to the wider business.

There will also be an administrative responsibility for supporting the Commercial Special, including maintaining supplier and contractual databases, ensuring commercial processes are followed and maintained including but not limited to processing monthly supplier invoicing. This will include holding internal and external stakeholders to account for their delivery commitments.

Commercial

• Provide ad-hoc support to the Commercial Specialist
• Own, review, and validate invoices raised by claims processing service provider.
• Maintain commercial documentation including but not isolated to SLA performance and Service Credit trackers.
• Liaise with both internal and external key Stakeholders to monitor the fulfilment of contractual obligations in accordance with the defined terms and conditions.
• Ensure the contract obligations are maintained through regular reviews.
• Raise Service Delivery related Purchase Orders tracking against forecasted spend.
• Accurate updating of the Finance System   
• Provide administrative support on contract variations and change orders ensuring they are delivered within agreed timeframes.
• Maintain an up to date service provider engagement model.
• Record and administer service provider related FSCS policies, standards etc.

Service Delivery

• Perform routine data and information gathering tasks to providing analytical performance insight. Using the information gathered to present solutions and reach decisions.
• Support the preparation of documentation and service review meeting.
• Recording and monitoring of Service Delivery actions and activities ensuring agreed time frames are achieved.
• Be an alternative point of contact for contract managers and service providers, ensuring good relationships are maintained.
• Communicating informed risks within the business to key stakeholders
• Use SLA/KPI data to accurately track and monitor contract and service provider performance, liaising with Service Management as required, alerting the Service Manager where outside of agreed tolerance.
• Effectively manage both internal and external stakeholders to ensure synergy and build strong relationships at all levels within a business.
• Manage work scope changes, potential downtime/variations and identify opportunities to remove blockers which prevent delays.
• Actively monitor and review service delivery performance, identifying potential risks, issues and opportunities for improvement.

My Knowledge:

You will be able to demonstrate the knowledge, experience, or mastery of:

Knowledge and Skills - Essential

• Excellent attention to detail and accuracy
• Ability to analyse, understand and interpret data
• Excellent communication skills with a proven ability to influence both internal and external Stakeholders.
• Ability to work autonomously.
• Strong decision-making ability and be able to balance conflicting priorities within a fast-paced and changing environment.
• Proven time management and organisational skills to meet timescales and deadlines.
• Excellent problem-solving abilities.
• Effective collaboration  
• Excellent record keeping and tracking of actions

Desirable

• Good understanding of FSCS claims services

About Us

For the past 21 years, FSCS has been getting customers of failed authorised financial services firms back on track.

Our strength is in our numbers. Since 2001, we have helped 6.5m customers and paid back £26bn in compensation. Over the years we have continually strived to be better, faster, and more empathetic to our customers’ needs in an ever more complex financial world. Our people have worked together to make sure we can offer protection and reassurance every step of the way, even during the toughest of times over the last two years. FSCS is an organisation that makes a difference, and in which our people truly make a difference.

We have grown from modest beginnings in 2001 to helping customers during historic events such as the 2008 banking crisis and supporting vulnerable customers during the pandemic. As a result of this success, FSCS has become increasingly respected, insightful, and influential in the regulatory eco-system. It is an exciting time in our journey as we now have an opportunity to play a bigger role in breaking the cycle of rising consumer harm and costs; by being part of a system that is about prevention rather than cure.