Customer Operations Executive

NCC Group; Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

NCC Group is seeking a Customer Operations Executive for a full-time 12-month FTC to support the Customer Operations Team in Manchester. The role involves managing customer interactions, ensuring compliance with company processes, and providing excellent post-sales support. Ideal candidates will have strong communication skills and experience in a customer service environment.

Qualifications

• Experience in a customer service or sales support environment.
• Strong interpersonal skills and a customer-focused approach.
• Ability to manage multiple tasks in a fast-paced setting.

Responsibilities

• Provide day-to-day support to the Customer Operations Team.
• Ensure compliance with departmental SLAs and sales processes.
• Act as a key contact for contract amendments and customer terminations.

Skills

Customer-centric attitude

Excellent communication skills

Time management

Ability to work under pressure

Tools

Microsoft Excel

Job description

Customer Operations Executive page is loaded

Customer Operations Executive

Apply locations Manchester time type Full time posted on Posted 30+ Days Ago job requisition id R9274

12 Month FTC

Thank you for checking out our job opening; we are excited that YOU are interested in learning more about NCC Group.

We are on a mission to make society a safer and more secure place. Our people are the ones who make that mission possible; a global community of talented individuals working together towards a safer future. We aim to create an environment where everyone can reach their full potential.

We work together, we are brilliantly creative, we embrace difference and we want you to help us in our mission, as a Customer Operations Executive.

About Escode

Escode, a division of NCC Group, is committed to ensuring operational resilience and peace of mind for both vendors and licensees. Whether vendors are safeguarding code or investors are licensing software, Escode’s comprehensive services provide the necessary protection to safeguard investment in digital assets.

As the foremost provider of escrow services globally, Escode specializes in software and technology escrow, boasting unparalleled expertise in protecting invaluable digital assets. With over 40 years of industry experience, Escode has earned a reputation synonymous with trust and reliability.

Escode’s Escrow Verification Services serve as a crucial quality control mechanism, confirming the completeness and usability of deposited code as stipulated in the escrow agreement. This verification process provides investors with the confidence that their investments are backed by high-quality, usable code, thereby minimizing the risk of financial loss due to software dependencies.

The Opportunity

The purpose of this role is to provide support to the Customer Operations Team, which provides a single post-sales interface for Escode customers, and plays a key role ensuring that customer-facing and sales processes are executed effectively and accurately.

The purpose of this role is to provide support to the Customer Operations Team, which provides a single post-sales interface for Escode customers, and plays a key role ensuring that customer-facing and sales processes are executed effectively and accurately.

Key Accountabilities:

• Provide day-to-day support to the team, being a key contract for all matters related to the execution of the role.
• Ensure that departmental SLAs are being adhered to.
• Set up new contracts in the system, add new customer accounts, create verifications projects so customers can be invoiced without delays.
• Review new sales opportunities and ensure they are compliant with company’s expectations, and processes are followed.
• Be a key point of contact for the business to process contract amendments, customer terminations, contact and account amendments, add contract lines for invoicing.
• When required support the business with internal/external audit requests.
• As and when required support with system processes testing to aid the development of departmental processes and procedures.
• Work to ensure that customers, both new and existing, receive an excellent on- boarding process, and then subsequently an excellent post-sales customer experience through the provision of a single contact point for query and issue resolution.
• Oversee the administration within the renewals process in order that the hand-off from sales/ retention activity to invoicing is effective and that renewal invoices are issued on a timely and accurate basis without the need for re-work within the invoicing team.
• Ensure all data is processed in line with GDPR requirements and escalated to appropriate channels where required.
• Document processes in Customer Operations team when needed and ensure process guides are kept up to date.
• Train new starters when required.
• Ensuring that confirmed customer terminations are processed on a timely and efficient basis through an effective approach to cross-skilling in order to increase capacity, and a constant focus to improve the terminations process.

Technical Skills:

• Experience working in a fast-paced environment with multiple touch points internally and externally.
• Good functional skills including excel, Microsoft etc
• Excellent time management skills with the ability to constantly assess priorities and make sensible decisions based on this.
• Able to remain calm during periods of change or pressure.
• Strong customer-centric attitude.
• Excellent communication and interpersonal skills.
• Experience of working in a customer service/sales support environment.

About your application

We review every application received and will get in touch if your skills and experience match what we’re looking for. If you don’t hear back from us within 10 days, please don’t be too disappointed we may keep your CV on our database for any future vacancies and we would encourage you to keep an eye on our career opportunities as there may be other suitable roles.

If you do not want us to retain your details, please email [e-mail]. All personal data is held in accordance with the NCC Group Privacy Policy (candidate-privacy-notice-261023.pdf (nccgroupplc.com)). We are committed to diversity and flexibility in the workplace. If you require any reasonable adjustments to support you during the application process, please tell us at any stage.

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The NCC Group family has over 2,200 members located all around the world, providing a trusted advisory service to 15,000 customers. Born in the UK, we have now have offices in North America, Canada, Europe, Asia- Pacific and United Arab Emirates.

We are passionate about helping our customers to protect their brand, value and reputation against the ever-evolving threat landscape. We fuel that passion with investment in our people and our business.

Our values and code of ethics are at the heart of how we operate – we work together, we are brilliantly creative and we embrace difference. We treat everyone and everything with equal respect.

We want to create an environment where all colleagues feel psychologically, emotionally and physically safe to be authentic, sharing their personal experiences to represent the diversity of the world they live in, and have equal opportunity to achieve their best.