Service Consultant

London, UK | Job Posted 28/12/2017



What you will be Doing:

  • 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.
  • Manage key stakeholders expectations and work with others to deliver to deadlines.
  • 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:

  • With adaptable communication skills who can be a facilitator, influencer and problem solver and can remain so.
  • Ability to support 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. 


What you can expect from us: 

  • 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!