Customer Operations Executive

Walker Lovell; London; On-site; GBP 100,000 - 125,000; Full time

Job summary

An established industry player is seeking a dynamic individual to enhance the client experience in a fast-paced environment. This role involves acting as the first point of contact for new subscribers, ensuring efficient account management and customer satisfaction. You will collaborate with various teams, utilize Salesforce for tracking, and identify opportunities for product expansion. The position offers impactful work that supports revenue retention and growth, with ample opportunities for career advancement across commercial teams. If you thrive in a dynamic setting and are passionate about client success, this role is perfect for you.

Qualifications

• Experience in client service or administrative roles in a customer-focused environment.
• Strong written and verbal communication skills.

Responsibilities

• Guide new subscribers through account setup and product engagement.
• Manage inbound queries via phone, email, and video.

Skills

Client Service Experience

Strong Communication Skills

Attention to Detail

Problem-Solving

Proactive Mindset

Tools

Salesforce

Job description

What You’ll Be Doing

• Act as the first point of contact for new subscribers—guiding them through account set-up, content access, and ongoing product engagement.
• Conduct proactive account check-ins and ensure renewals are managed efficiently and successfully.
• Manage a wide range of inbound queries via phone, email, and video—delivering fast, clear, and solutions-focused responses.
• Work with teams across sales, marketing, operations, and awards to ensure a smooth and consistent customer journey.
• Use Salesforce to track and resolve support cases, taking full ownership from issue identification through to resolution.
• Identify opportunities for product expansion, additional users, and process improvements based on customer needs and feedback.
• Maintain up-to-date customer data, ensure billing contacts are correct, and contribute to accurate reporting on engagement metrics.

What You’ll Bring

• Experience in a client service, operations, or administrative role within a professional, customer-focused environment.
• Strong communication skills—both written and verbal—with confidence in dealing with both clients and internal teams.
• High levels of accuracy, attention to detail, and the ability to manage multiple priorities.
• A collaborative approach and the ability to work independently and calmly under pressure.
• Solid experience with CRM systems such as Salesforce (or similar).
• A proactive mindset, always looking for ways to enhance the client experience and streamline internal processes.

Why This Role Stands Out

• Impactful work: You’ll be instrumental in shaping the client experience and supporting revenue retention and growth.
• Respected organisation: Work with a company known for its influence and credibility within global finance.
• Dynamic environment: No two days are the same—this is a varied, fast-moving role at the heart of the business.
• Career growth: Gain broad exposure to commercial teams and develop skills across customer success, marketing, and sales operations.