Service Consultant

London, UK | Job Posted 18/08/2017

Your focus will be to Establish Service for clients launching flexible employee benefit sites & associated processes via our Global Benefits technology ‘Darwin’. You will be responsible for consulting with clients to implement automated processes with minimal risks associated and recommend best practice. The Service Consultant will be working on a range of different projects at any one time so exceptional organization and the ability to prioritize is essential.


What you will be Doing:

Project Management:

  • Ability to manage and deliver multiple projects in a high-pressured work environment.   

  • Track and communicate success measures to stakeholders.

  • Respond to clients queries and track service levels.

  • Ability to manage key stakeholders expectations and work with others to deliver to deadlines.

Relationship management

  • Ability to maintain close working relationship with the clients & colleagues that requires a deep understanding of the client’s requirements, to delivery appropriate solutions.

  • Question & listen to clients to proactively identify problems and create and implement appropriate solutions to provide an exceptional service.

  • Attend internal and external client meetings both onsite and offsite. Some travel will be required.

Process Design & Service Delivery

  • Understand HR and payroll processes, systems, and ability to define best practice for end to end processes.

  • Challenge internal stakeholders regarding the technical build for clients’ flexible benefits site to drive automation and minimise risk

  • Review and discuss contracts & service schedules/

  • Attend client meetings to discuss clients’ existing processes, recommend best practice approach (specifically relating to payroll processes and benefit enrolments) and provide solutions to clients’ bespoke operational requirements

  • Defining and documenting Darwin related processes to ensure the smooth running of clients’ benefits site

  • Lead a client workshops to outline the operational processes required for their benefits site and provide complete system demos as required

  • Be a Darwin expert; stay current with road map releases, bugs and future of the product:

  • Recommend Darwin & process improvements internally & externally; promote and evidence knowledge sharing across the team.

  • Provide 1st line support to clients post go-live of their flexible employee benefits site, ability to adapt your support style to client’s needs

  • Lead a Service Establishment checkpoint meeting with the client to gather their post go-live feedback from an operational perspective

  • Challenge and show assertiveness to achieve results and client satisfaction across all clients in project.

  • Create and improve training material to ensure accessible online and can be delivered in a scalable and efficient way.


We are looking for a PINK Person Who:

  • Is an adaptable communicator, facilitator, influencer and problem solver and can remain so- Due to the turbulent nature of priorities in supporting customers with their projects, this role requires high adaptability to changing demands, deadlines and priorities.

  • Conscientious, ambitious, solution focused, driven

  • Extremely conscientious, ambitious, solution focused, driven

  • Good relationship skills, Proven ability to work on own initiative as well as in a team

  • High attention to detail

  • Ability to multi-task and prioritise time effectively

  • Problem solving skills

  • Ability to work under pressure

 Technical Skills

  • Advanced Microsoft Word, Microsoft Excel skills and Microsoft PowerPoint.

  • Previous experience supporting on technical application – preferably Darwin or HR or benefit software…but not essential.

  • Previous technical support experience desirable.

  • Previous project management experience desirable.

  • A technical aptitude- to quickly learn and understand new technologies. 


Our Service Consultants are passionate about delivering high quality projects using our project methodology. They will work hard to ensure service is established and clients are transition from projects to business as usual with minimal impact to our clients.  We want people with the confidence to guide and influence both internal and external stakeholders in order to coordinate Darwin efficiencies and support our clients in the use of our market leading software.

The Service Consultant must be able to think outside the box and review end-to-end procedures with an attention to detail. We take pride in our work, always striving for right first time delivery and believe in Challenging Everything in order to get the best support model defined for our clients.  They will lead by example, train and mentor others and work with a high level of professionalism and pro-activity. They are a team player and passionate and proactively recommend change to ensure the Client Team develops and grows in a scalable, operationally efficient way.


What you can expect from us: 

 We reward our people for living our values and contributing to our business through a variety of benefits and perks:

  • Birthday day off.
  • Yoga, Zumba and fitness classes with a personal trainer
  • Free fruit in every office - yes, we all love cake – and there are many talented Thomsons bakers –but we want to encourage you towards your 5-a-day too!
  • Matching charity contributions, charity days off and Pay it Forward charity challenges
  • A spending account for you to spend on the things you decide are important
  • Pension, Life and medical insurance

 And the list goes on!