Service operations specialist Work, Jobs in Derby, Dby (with Salaries)

Subject Matter Expert (SME)
Nimbus Disability —Derby
- £29,550 a year
- Full-time
- Salesforce
- Mentoring
- In-person
- Free parking
- Health & wellbeing programme
Quick apply
3d
Responsible Individual
Bayleaf Care —Burton-On-Trent
- £69,200 a year
- Full-time
- Management
- Recruiting
- In-person
- Health & wellbeing programme
- Annual leave
Quick apply
2d
OHL Project Administrator
SOCOTEC UK & Ireland —Derby
- Full-time
- Microsoft Office
- Administrative experience
- Organisational skills
- Employee assistance programme
Quick apply
Service Operations Specialist
Concentrix —Derby
- £26,520 a year
- Full-time
- Hybrid work
- Maintenance
- Store discount
- Employee discount
6d
Executive Assistant & Business Support Coordinator
Groundsman Tools Ltd —Shepshed
- £28,000 - £32,000 a year
- Full-time
- Microsoft Outlook
- Administrative experience
- In-person
- Free parking
Quick apply
11d
Building Services Operations Specialist
NAB-Jones Lang LaSalle Services —Derby
- 12 hour shift
- First Aid Certification
- In-person
- Communication skills
- Annual leave
Quick apply
Offender Management Unit - Case Administrator
Serco Plc —Uttoxeter
- £26,510 a year
- Full-time
- Microsoft Word
- Communication skills
- Office experience
- Employee assistance programme
- Employee discount
Building Services Operations Specialist
JLL —Derby
- 12 hour shift
- First Aid Certification
- Communication skills
- Annual leave
Head of Operations
Ministry of Justice —Burton-On-Trent
- £50,001 - £60,001 a year
- Part-time
- Hybrid work
- Research
- Presentation skills
- Continuous improvement
- Annual leave
- Employee discount
Senior Student Engagement Adviser
University of Derby —Kedleston
- £30,577.00 - £37,323.25 a year
- Weekend availability
- Customer service
- Writing skills
- Microsoft Office
- Annual leave
- Employee assistance programme
13d
Help Desk Technician - Derbyshire
Brewer Science, Inc. —Darley Abbey
- System design
- Annual leave
- Employee assistance programme
9d
Security Officer
Anchor Group Services —Derby
- £13.45 an hour
- Weekend availability
- Employee assistance programme
2d
Systems Development Officer
Mansfield District Council —Mansfield
- £28,598 - £33,699 a year
- Full-time
- Hybrid work
- Customer service
- Analysis skills
Implementation Manager
KERRIDGE COMMERCIAL SYSTEMS CORP —Nottingham
- Full-time
- Hybrid work
- ERP systems
- Conflict management
- Organisational skills
Quick apply
Workshop Manager
Everyman Driving Experiences —Derby
- £40,000 - £55,000 a year
- Full-time
- Continuous improvement
- Team management
- In-person
- Free parking
- Store discount
Quick apply
10d
Order Processing Administrator
Exclusive Networks —Mansfield
- Hybrid work
- Microsoft Word
- Microsoft Outlook
- Analysis skills
- Free parking
14d
Stores Operative
DAHER AEROSPACE LTD —Derby
- £13 an hour
- Full-time
- Computer literacy
- Forklift
- Warehouse experience
- Free parking
- Health & wellbeing programme
Quick apply
10d
Application Specialist
Nottingham Trent University —Nottingham
- £33,739 - £38,825 a year
- Part-time
- Hybrid work
- Analysis skills
- Organisational skills
- Annual leave
- Employee discount
10d
Data Management Specialist
Archidom Materials and Project Supply Services —Nottingham
- £40,000 a year
- Full-time
- CRM software
- ERP systems
- Data analysis skills
Quick apply
13d
Quality and Compliance Officer
UK MANAGEMENT COLLEGE —Derby
- £26,437 - £26,438 a year
- Administrative experience
- Analysis skills
- Continuous improvement
- Annual leave
Quick apply

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Subject Matter Expert (SME)

Nimbus Disability
Derby

Quick apply

Job details

Permanent | Full-time
£29,550 a year
3 days ago

Benefits

Free parking
Casual dress
Health & wellbeing programme
Additional leave
Company pension
Life insurance
Sick pay
On-site parking

Qualifications

Salesforce
UK GDPR
Mentoring
Technical writing
Leadership

Full job description

Job Title: Subject Matter Expert (SME) – Railcard Eligibility & Appeals Specialist

1. Role Purpose

The Subject Matter Expert (SME) serves as the senior technical authority and escalation lead for national Railcard application evaluation within Salesforce CRM. Reporting directly to the Project Manager, the SME provides guidance and oversight to the team of Eligibility Assessors, ensuring consistent decision quality and rigorous standards across all application workflows.

Unlike general assessors, the SME specialises in evaluating complex, ambiguous, or borderline evidence—such as bespoke GP statements, consultant medical reports, and non-standard entitlement documentation. Additionally, the SME is responsible for adjudicating formal customer appeals and drafting clear, objective decision outcome communications, ensuring all scheme outcomes are fair, defensible, and fully compliant with eligibility frameworks.

2. Key Responsibilities2.1 Complex Evidence Evaluation & Borderline Decisioning

Evaluate complex, ambiguous, or non-standard medical and entitlement evidence referred by Eligibility Assessors (including specialist medical consultant letters, GP clinical summaries, and complex benefit awards).
Apply expert judgment to compare nuanced medical evidence against established eligibility matrices, ensuring fair and consistent outcomes.
Serve as the final technical sign-off for complex or borderline application approvals.

2.2 Formal Customer Appeals & Reconsideration

Manage, review, and determine formal applicant appeals against rejected Railcard applications.
Conduct objective secondary reviews of disputed evidence, reassessing case files without bias.
Draft comprehensive, polite, and legally defensible appeal outcome responses explaining technical decision rationales in plain English.

2.4 Salesforce Workflow & Escalation Management

Actively manage and resolve escalated case queues within Salesforce CRM, maintaining strict service level agreement (SLA) turnaround times.
Identify recurring evidence trends, common assessor queries, or system edge cases, liaising with the Project Manager to refine verification guidelines.

2.5 Compliance, Governance & Data Protection

Maintain strict compliance with UK GDPR and the Data Protection Act 2018 when handling sensitive Special Category medical data.
Ensure all evidence determinations conform to strict project non-disclosure agreements (NDAs) and national accessibility guidelines.

3. Person Specification3.1 Experience & Technical Expertise

Essential: Proven track record in handling complex case escalations, formal disputes, or appeals determination.
Essential: Proficient in using Salesforce CRM or similar enterprise case management systems to manage queues and track decisions.
Desirable: Experience in evaluating medical evidence, disability benefits documentation, or complex entitlement criteria.
Desirable: Deep understanding of disability documentation (e.g., PIP awards, DLA letters, Blue Badges, consultant reports, visual impairment certificates).
Desirable: Experience working in a back-office operations environment within a regulated or accessibility-focused service.

3.2 Key Attributes & Competencies

Advanced Medical/Evidence Literacy: Exceptional ability to interpret clinical language in GP/consultant letters and map impairment impacts against eligibility criteria.
Analytical Objectivity: High sound judgment, capable of making firm, fair, and defensible decisions on complex cases.
Communication & Technical Writing: Excellent written English skills, with the ability to articulate complex decision rationales clearly and professionally in formal appeal outcome letters.
Mentoring & Team Leadership: Supportive, patient approach when coaching and guiding Eligibility Assessors on technical queries.
High Focus & Data Security: Meticulous attention to detail and unwavering commitment to confidentiality and data protection standards.

4. Working Schedule & Shift Pattern

Contracted Hours: 37.5 hours per week.
Shift Schedule: 5 days per week scheduled between Monday and Saturday (operational daily window between 08:30 and 16:30).
Saturday Requirement: Mandatory coverage on every other Saturday (alternate Saturdays) as part of the core operational rotation.
Workplace: Office-based at Pentagon House, Derby.

Pay: £29,550.00 per year

Benefits:

Additional leave
Casual dress
Company pension
Free parking
Health & wellbeing programme
Life insurance
On-site parking
Sick pay

Work Location: In person

Quick apply

Refine Your Search

service operations specialist jobs in derby, dby

Subject Matter Expert (SME)

Responsible Individual

OHL Project Administrator

Service Operations Specialist

Executive Assistant & Business Support Coordinator

Building Services Operations Specialist

Offender Management Unit - Case Administrator

Building Services Operations Specialist

Head of Operations

Senior Student Engagement Adviser

Help Desk Technician - Derbyshire

Security Officer

Systems Development Officer

Implementation Manager

Workshop Manager

Order Processing Administrator

Stores Operative

Application Specialist

Data Management Specialist

Quality and Compliance Officer

I want to receive the latest job alerts for service operations specialist in derby, dby

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