Customer Operations Analyst

AccessPay; Manchester; Hybrid; GBP 26,000 - 27,000; Full time

Benefits offered by this job

25 days holiday + holidays increasing

Birthday off

2 volunteer days a year

Pension scheme

Wellbeing allowance

Dog-friendly office

Free breakfast & lunch in Manchester

Job summary

AccessPay is seeking a proactive Customer Operations Analyst in a hybrid role based in Manchester. You will manage customer queries, provide first-line support, and drive operational activities to deliver efficient, high-quality service.

You’ll own issues from investigation to resolution while balancing workload and updating customers promptly. The ideal candidate thrives with systems and processes, is eager to learn new technologies, and champions improvements to benefit both customers and the

Qualifications

• Excellent customer service and communication skills.
• Proactive approach to problem solving.
• Strong organisation and prioritisation skills.
• Experience in customer support or operations beneficial.
• Familiarity with Zendesk or Salesforce is advantageous.

Responsibilities

• Managing customer service requests and communications, ensuring tickets are prioritised and progressed within agreed SLAs.
• Taking ownership of customer issues from initial investigation through to resolution, providing clear and timely updates.
• Completing operational activities such as supporting post-release testing.
• Managing and implementing client change requests, including user interface changes, and coordinating with users to verify and address feedback promptly.
• Developing knowledge of our products, systems and processes and using this knowledge to resolve increasingly complex customer queries.
• Creating and maintaining customer and internal documentation, training materials and process guides.
• Collaborating with other teams to optimise operational efficiency.

Skills

Customer service

Communication

Problem solving

Organization

Prioritisation

Customer operations

Zendesk

Salesforce

Jira

Tools

Zendesk

Salesforce

Jira

Job description

Department: Customer Success

Employment Type: Full Time

Location: United Kingdom

Reporting To: Holly Sherwin

Compensation: £26,228 / year

Description

Job Title: Customer Operations Analyst
Employment type: Permanent, hybrid (3 days per week in our Manchester office)
Salary: £26,227.50 per annum

At AccessPay, we believe that great technology starts with great people. We're a leading fintech helping organisations streamline payments and cash management, but what really sets us apart is our culture. Recognised as one of the UK's Best Workplaces, we're committed to creating an environment where people feel supported, challenged and empowered to do their best work every day.

Check out our Company page on the Great Place to Work website:

Working at AccessPay | Great Place To Work UK

We're looking for a proactive and customer-focused individual to join our fast-paced Customer Operations team. In this role, you'll manage customer queries, provide first-line support, and carry out operational activities to deliver an efficient, high-quality service. You'll take ownership of issues from investigation through to resolution, prioritising your workload effectively and ensuring customers are kept informed throughout.

The ideal candidate will be comfortable working with systems and processes, confident learning new technologies, and able to troubleshoot problems logically. You'll be naturally curious and proactive, taking the initiative to find solutions, improve ways of working, and identify opportunities to enhance both the customer and team experience.

Key Responsibilities

• Managing customer service requests and communications, ensuring tickets are prioritised and progressed within agreed SLAs.
• Taking ownership of customer issues from initial investigation through to resolution, providing clear and timely updates throughout.
• Completing operational activities such as supporting post-release testing.
• Managing and implementing client change requests, including user interface changes, and coordinating with users to verify and address feedback promptly
• Developing knowledge of our products, systems and processes and using this knowledge to resolve increasingly complex customer queries.
• Creating and maintaining customer and internal documentation, training materials and process guides.
• Collaborating other teams to optimise operational efficiency.

Skills, Knowledge and Expertise

• Strong customer service and communication skills
• A proactive approach to problem solving
• Strong organisation and prioritisation skills
• Previous experience in a customer support, customer operations, service desk or technology-based role would be advantageous.
• Experience using Zendesk, Salesforce, Atlassian or Jira would be advantageous, but is not essential.

Why join us?

• 25 days' holiday plus public holidays increasing with length of service.
• Birthday off work.
• 2 paid volunteer days a year
• Holiday Purchase scheme
• We operate a Salary Exchange pension scheme which you will be auto-enrolled into from day one of employment.
• £240 yearly Wellbeing Allowance
• Enhanced maternity, paternity, and adoption leave
• Cycle to work scheme
• Health cash plan
• Free breakfast & lunch when in the Manchester office
• Discounted Parking in Manchester
• Access to training – both internal and external
• We plant a tree for every new joiner that joins us!
• We are a Dog-Friendly office
• And many more!