Customer Operations Specialist – Hybrid (Manchester)

AccessPay; Manchester; Hybrid; GBP 26,000 - 27,000; Full time

Benefits offered by this job

25 days holiday + holidays increasing

Birthday off

2 volunteer days a year

Pension scheme

Wellbeing allowance

Dog-friendly office

Free breakfast & lunch in Manchester

Job summary

AccessPay is seeking a proactive Customer Operations Analyst in a hybrid role based in Manchester. You will manage customer queries, provide first-line support, and drive operational activities to deliver efficient, high-quality service.

You’ll own issues from investigation to resolution while balancing workload and updating customers promptly. The ideal candidate thrives with systems and processes, is eager to learn new technologies, and champions improvements to benefit both customers and the

Qualifications

• Excellent customer service and communication skills.
• Proactive approach to problem solving.
• Strong organisation and prioritisation skills.
• Experience in customer support or operations beneficial.
• Familiarity with Zendesk or Salesforce is advantageous.

Responsibilities

• Managing customer service requests and communications, ensuring tickets are prioritised and progressed within agreed SLAs.
• Taking ownership of customer issues from initial investigation through to resolution, providing clear and timely updates.
• Completing operational activities such as supporting post-release testing.
• Managing and implementing client change requests, including user interface changes, and coordinating with users to verify and address feedback promptly.
• Developing knowledge of our products, systems and processes and using this knowledge to resolve increasingly complex customer queries.
• Creating and maintaining customer and internal documentation, training materials and process guides.
• Collaborating with other teams to optimise operational efficiency.

Skills

Customer service

Communication

Problem solving

Organization

Prioritisation

Customer operations

Zendesk

Salesforce

Jira

Tools

Zendesk

Salesforce

Jira

Job description

AccessPay is seeking a proactive Customer Operations Analyst in a hybrid role based in Manchester. You will manage customer queries, provide first-line support, and drive operational activities to deliver efficient, high-quality service.

You’ll own issues from investigation to resolution while balancing workload and updating customers promptly. The ideal candidate thrives with systems and processes, is eager to learn new technologies, and champions improvements to benefit both customers and the