Customer Success Operations Specialist

LifeWorks; London; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Customer Success Operations Specialist to enhance client experiences and support Customer Success Managers. This role involves managing client inquiries, ensuring program governance, and maintaining administrative tasks. With flexible work options, including fully remote or hybrid arrangements, this position offers a dynamic environment where your organizational and communication skills will shine. Join a purpose-driven team dedicated to improving health outcomes and fostering a culture of innovation. If you are detail-oriented and thrive in a customer-focused role, this opportunity is perfect for you.

Benefits

Flexible work options

Pension

Private Medical Insurance

Healthcare Cash Plan

Dental Plan

Life Insurance

Group Income Protection

24 days annual leave

Employee Assistance Programme

Access to perks and discounts

Qualifications

• 2 years experience in Customer Service or Administration.
• Proven ability to respond in a timely manner in an email heavy environment.

Responsibilities

• Support Customer Success Managers with client inquiries and service requests.
• Manage client administrative support and oversee billing inquiries.

Skills

Customer Service

Administration

Problem Solving

Organizational Skills

Communication Skills

Project Management

Education

University degree in Business or related field

Tools

Microsoft Office Suite

Salesforce

Job description

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

** This is a 12 month fixed term contract **

The Customer Success Operations Specialist is responsible for supporting our Customer Success Managers; providing excellent customer service and completing administrative tasks.

Reporting to the Manager, Customer Success, the Customer Success Operations Specialist, in partnership with Customer Success Managers, is mainly responsible for servicing a block of clients in their day-to-day needs. This role is primarily internal and e-mail/telephonic in nature.

The Customer Success Operations Specialist could work with Customer Success Managers and/or other internal resources, as well as directly with the client base.

Key responsibilities

• Respond to Customer Success Manager inquiries & service requests pertaining to their clients’ programs and services

• Responsible for program governance including review of internal reporting and identification of issues

• Responsible for client support, annual planning preparation and meetings where appropriate

• Overseeing billing inquiries (review and resolution)

• Responsible for client administrative support; sending usage reports, preparing communications, complete internal forms to update systems

• Managing the renewal process with appropriate internal teams, providing reports to Customer Success Managers of their upcoming renewals

• Act as a liaison with internal departments to resolve issues that may arise with clients

• Responsible for updating and utilizing the CRM (Customer Relationship Management) system

• Data Entry projects, system clean up

• Miscellaneous administrative responsibilities to support Customer Success Managers and their clients

What you bring

• University degree in Business or a related field, or equivalent work experience

• 2 years experience in Customer Service or/and Administration

• Experience working in Microsoft Office Suite: Excel, PowerPoint, Adobe, Word. Salesforce experience a plus

• Proven ability to respond in a timely manner in an email heavy environment

• Strong problem solving skills

• Strong organizational, analytical, Project Management skills

• Exceptional written and verbal communication skills

• Self-motivation, attention to detail, adaptability/flexibility, resourcefulness, and multitasking abilities.

• Able to work Monday-Friday, 9am-6pm.

Great-to-haves

• 3 years of experience in a sales / account management administrative role preferred but not required

• Prior experience in HR, Wellness, and/or EAP considered an asset

What We Offer

• Flexible work options: fully remote anywhere in the UK or hybrid with access to our Glasgow and London offices

• Pension

• Private Medical Insurance including Digital GP

• Healthcare Cash Plan - claim back dental bills or the cost of new glasses

• Dental Plan

• Life Insurance

• Group Income Protection

• 24 days annual leave and two extra wellbeing days per year, in addition to 8 bank holidays

• Access to hundreds of perks including cashback offers and discounted gift cards on your favourite brands, discounted cinema tickets and more

• Employee Assistance Programme (EAP) provided in a fully confidential manner to ensure you get the support you need

Applications will close on Tuesday, May 13, 2025. Early applications are strongly encouraged as we may close this posting earlier if a sufficient number of qualified applications are received.

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.