Client Services Analyst

About us

Procentia, part of the Brightwell Group, is an award-winning software and technology company specialising in the Pensions and Pension Risk Transfer/Bulk Purchase Annuities market. Established in 2002, the business is renowned for its web-based pensions administration and management system, Intelli. Pen. Procentia’s products and solutions help pension schemes and administrators of all types and sizes manage exceptional volumes of data, meet the demand for self-serve technology, and provide meaningful, consumer-like experiences that users expect from modern online financial platforms while minimising the need for administrator intervention and involvement.

With offices in the UK and North America, Procentia supports some of the largest pension schemes, insurers and retirement plans across the private and public sectors, including BP, British Airways Pension Scheme, BTPS, Chicago Transit Authority, Legal & General Retirement America, Retirement System City of Detroit, Rolls-Royce, Royal London, and Universities Superannuation Scheme.

The job: The Client Services Analyst supports the delivery of Procentia's Client Services & Support operating model through client service reporting, monthly service reviews, operational analysis and service governance coordination. Working under the direction of the Service Operations Manager, the role acts as a key coordination point between clients and internal teams.

The Analyst prepares and leads Monthly Service Review meetings for allocated clients, presents clear service performance information and ensures actions, risks and dependencies are recorded and progressed. Here's what you'll be doing: Lead monthly service reviews with clients, presenting performance insights, trends and improvement opportunities.

Produce and analyse service reports and dashboards, turning data into meaningful recommendations. Build strong relationships with clients and act as a trusted point of contact for service performance and governance. Coordinate actions, risks, incidents and service improvements across multiple teams. Work closely with Support, Product, Delivery and Engineering teams to drive continuous improvement and service excellence.

Help ensure clients receive a proactive, high-quality service experience while supporting operational governance and reporting standards. Key skills and experience:

• Experience in client services, service operations, service delivery, customer success or support operations.
• Experience producing or interpreting service reports, metrics or operational data.
• Confidence presenting information and leading structured meetings with clients or stakeholders.
• Strong written and verbal communication skills.
• Excellent organisation, follow-through and attention to detail.
• Ability to coordinate inputs and actions across multiple teams.
• Comfortable working in an SLA-driven environment.
• Proficient in Microsoft Excel and the wider Microsoft 365 suite. Lets talk about what's in it for you...
• 25 days holiday (plus public holidays) increasing with length of service up to a maximum of 28 days, with carry over of up to 1 week
• Buying and Selling holiday (up to 1 week)
• Volunteer day
• 5% Employer contribution pension
• Life Assurance
• Private Medical Insurance
• Employee Assistance Programme (EAP)
• Health care cash plan
• Tusker – Electric Car Leasing scheme Don’t meet every requirement? We know that some candidates, particularly women, disabled people, LGBTQ+ individuals, neurodivergent people, and those from ethnic minority backgrounds, may hesitate to apply unless they meet every listed requirement. At Procentia, we’re committed to building a diverse, inclusive workplace where everyone can thrive. If this role excites you but your experience doesn’t align perfectly with every requirement, we encourage you to apply anyway. You could be a great fit for this role or another opportunity within our team.