Customer Operations Executive

JR United Kingdom; Warrington; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the escrow service industry, Escode, is looking for a Customer Operations Executive to join their team in Warrington. This role involves supporting customer-facing processes and ensuring effective sales execution, while contributing to a mission of enhancing operational resilience and client satisfaction.

Qualifications

• Experience in fast-paced environments with multiple internal and external touchpoints.
• Strong customer service or sales support experience.
• Ability to remain calm under pressure.

Responsibilities

• Provide day-to-day support to the Customer Operations Team.
• Ensure adherence to departmental SLAs.
• Oversee the renewals process for accurate invoicing.

Skills

Time management

Decision-making

Customer-centric attitude

Communication skills

Interpersonal skills

Job description

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Customer Operations Executive, Warrington, Cheshire

Client: Escode, Part of NCC Group

Location: Warrington, Cheshire

Job Category: Other

EU work permit required: Yes

Job Views:

4

Posted:

26.06.2025

Expiry Date:

10.08.2025

Job Description:

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.

Key Accountabilities:

• Provide day-to-day support to the team, being a key contact 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 verification projects so customers can be invoiced without delays.
• Review new sales opportunities and ensure they are compliant with company 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.
• Support the business with internal/external audit requests when required.
• Support system processes testing to aid departmental process development when needed.
• Ensure excellent onboarding and post-sales customer experience, acting as a single contact point for queries and issue resolution.
• Oversee the renewals process to ensure timely and accurate invoice issuance, facilitating smooth hand-offs from sales to invoicing.
• Process all data in line with GDPR requirements and escalate where necessary.
• Document processes and keep guides up to date within the Customer Operations team.
• Train new starters when required.
• Increase capacity and improve the terminations process through cross-skilling and process improvements.

Technical Skills:

• Experience in fast-paced environments with multiple internal and external touchpoints.
• Excellent time management and decision-making skills.
• Ability to remain calm under pressure or during change.
• Strong customer-centric attitude.
• Excellent communication and interpersonal skills.
• Experience in customer service or sales support environments.

About your application:

We review every application and will contact you if your skills and experience match our requirements. If you don’t hear from us within 10 days, please check our career opportunities regularly for other roles. Your data will be handled in accordance with our Privacy Policy. If you do not wish us to retain your details, please email [emailprotected]. We value diversity and flexibility and will support reasonable adjustments during the application process.