Customer Operations Executive

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

Job summary

Join a forward-thinking company dedicated to operational resilience and peace of mind in digital asset management. As a Customer Operations Executive, you will play a vital role in ensuring a seamless post-sales experience for customers. This position offers the opportunity to work in a dynamic environment where your contributions will directly impact customer satisfaction and operational efficiency. If you thrive in a fast-paced setting and are passionate about delivering excellent service, this role is perfect for you. Embrace the chance to grow your career in a supportive and innovative atmosphere.

Qualifications

• Experience in a customer service or sales support environment.
• Ability to manage multiple tasks in a fast-paced setting.

Responsibilities

• Support the Customer Operations Team in post-sales processes.
• Ensure compliance with departmental SLAs and customer onboarding.

Skills

Customer Service

Time Management

Communication Skills

Interpersonal Skills

Problem Solving

Education

High School Diploma

Bachelor's Degree in a related field

Job description

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Direct message the job poster from Escode, Part of NCC Group

NCC Group, Global Talent Acquisition Resourcer & Talent Attraction | Cybersecurity & Software Escrow

12 Month FTC (Full-time)

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.
• 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.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  IT Services and IT Consulting

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