Support Operations Coordinator

About Us

Mantle Services isn't just your average pensions software company - we're a game-changer! From revolutionising Pension Administration to mastering Asset Liability Management, we're rewriting the rules.

Originally born to serve 3173 Group, we've broken free, soaring into the realm of blue-chip clients and growing companies. Our cutting-edge solutions leave legacy systems in the past, delivering exactly what schemes and advisers crave in today's fast-paced world.

We're on the hunt for a Support Operations Coordinator to join our fintech revolution. Get ready for a roller coaster ride of innovation and challenge as we redefine the future of pensions technology! Our unique approach to the provision of services has resulted in rapid growth over the last few years. Joining us as a Support Operations Coordinator will give the opportunity to work in an exciting fintech business that will provide challenging and interesting work to allow our staff to build rewarding careers.

You will be joining a small but dedicated team focused on improving, automating and growing our support service. Our goal is to create positive customer experiences while delivering support in the most efficient and effective way possible.

This is not a traditional service desk role. You do not need a technical support background. Instead, we're looking for someone who excels at building relationships, coordinating activity across multiple stakeholders and keeping things moving in a fast-paced environment.

You will act as the central point of coordination between our clients and internal Subject Matter Experts (SMEs), ensuring support requests are progressed efficiently, expectations are managed effectively and customers receive an exceptional service experience.

Key Responsibilities

• Coordinator for incoming support requests, ensuring tickets are accurately triaged, monitored and progressed to resolution.
• Ensure support tickets are accurately logged, categorised and maintained to support reporting and service improvement activities.
• Build trusted working relationships with Subject Matter Experts across the business to ensure timely responses and resolution of customer issues.
• Proactively follow up on outstanding actions, maintaining momentum and removing barriers to progress.
• Communicate clearly and professionally with clients throughout the lifecycle of support requests. Managing customer expectations through transparent communication, prioritisation and regular updates.
• Coordinate effectively across multiple teams and stakeholders, balancing competing priorities and urgent demands.
• Support the development of support playbooks, knowledge resources and process documentation.
• Identify opportunities for continuous improvement, helping to enhance both customer experience and operational efficiency.
• Assist with the triage of user issues and coordinate the resolution of more complex system or product-related problems.

What We're Looking For

Key skills

• Quickly establishes credibility and rapport with a wide range of people.
• Builds positive working relationships with busy, experienced and senior stakeholders.
• Uses influence, diplomacy and persistence to achieve outcomes without relying on authority.
• Exceptional written and verbal communication skills.
• Confident communicating with clients, colleagues and senior stakeholders.
• Skilled at managing expectations, providing updates and handling difficult conversations professionally.
• Able to manage multiple priorities simultaneously while maintaining attention to detail.
• Takes ownership of issues and follows through on commitments.
• Knows when to escalation risks or concerns before they become larger problems.
• Comfortable working independently while collaborating effectively with others.
• Maintains focus and composure in a busy environment
• Ability to thrive under pressure and respond positively to changing priorities.
• Agile learner - quick to learn new processes, products and ways of working.
• Comfortable working alongside technical specialists without necessarily being a technical expert.
• Curious, proactive and willing to investigate issues and ask questions.

Ideal Background

You may have experience in coordination, customer success, operations, stakeholder management, project support, recruitment, executive support or a similar role where success depended on your ability to build relationships, manage competing priorities and get things done through others.

We are particularly interested in candidates who demonstrate strong interpersonal skills, resilience, initiative and the ability to build productive working relationships across a diverse range of stakeholders.

Desirable Experience

• Experience with in pensions or financial services.
• Experience in a service delivery, operations, customer success or support coordination environment.

Circumstances

Location: Hybrid:
Belfast/Remote

Working hours: Monday to Friday, 37.5 hours per week with additional hours as and when required.

All roles are subject to a…