Operations Coordinator

Summary:

The Premium Support and Experience team is seeking a customer-focused and analytically-minded individual to join as an Operational Support specialist. Operational Support plays a key role in identifying, investigating, and resolving operational issues impacting our partner programs and related products, and in reviewing and actioning policy-driven cases — helping ensure seamless, consistent outcomes for client's premier partners across both our Product and Policy areas. In this role, you'll deliver high-touch global support and operational issue resolution, apply documented policy criteria with sound judgment, and coordinate with internal teams to drive timely outcomes across complex and nuanced scenarios. Ideal candidates demonstrate strong problem-solving abilities, comfort navigating ambiguity, and the ability to manage complex operational and policy issues in a fast-paced environment. Self-motivation, strong organizational skills, and genuine curiosity are essential for success in this role.

Responsibilities

• Core Responsibilities:
  
• Provide high-touch support across your two assigned areas (Product and Policy), resolving and case-managing partner issues to resolution
  
• Troubleshoot complex issues using root cause analysis and systematic approaches
  
• Review and action policy-driven cases, applying documented policy criteria consistently and accurately
  
• Coordinate with cross-functional teams during high-priority incidents and follow structured escalation pathways when required
  
• Support investigation and resolution of complex operational issues across multiple internal tools and systems
  
• Respond to partner inquiries about product features, bugs, and operational issues
  
• Identify trends and communicate actionable feedback
  

Continuous Improvement:

• Contribute to support workflow improvements around issue resolution
  
• Develop expertise in specific product and policy areas and issue types to strengthen support quality
  
• Document investigation findings and contribute to the development of operational playbooks and knowledge resources
  
• Support the training of new employees on current workflows, standard processes, and internal tools
  

Requirements

Benefits

• Competitive salary
  
• Healthcare contribution and inclusion in company pension scheme
  
• Work laptop and phone
  
• 25 days annual leave (pro-rata) plus paid bank holidays
  
• Expanding workforce with potential for career progression for top performers