Customer Operations Executive

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

Job summary

A leading technology service provider in Manchester is seeking a Customer Operations Support professional. This role involves providing essential day-to-day support to ensure smooth execution of post-sales processes and delivering an excellent customer experience. The ideal candidate will have strong customer-centric qualities, excellent communication skills, and experience in a customer service environment. This position offers opportunities for growth and development within a fast-paced team.

Qualifications

• Experience in a fast-paced environment with multiple touch points.
• Ability to remain calm under pressure.
• Strong functional skills including Excel.

Responsibilities

• Provide day-to-day support to the Customer Operations Team.
• Ensure adherence to departmental SLAs.
• Manage setup of new contracts and customer accounts.
• Support internal/external audit requests.
• Document processes and train new starters.

Skills

Customer-centric attitude

Excellent communication skills

Time management

Experience in customer service

Tools

Excel

Microsoft Office

Job description

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.

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.