Service Analyst

NQC; Manchester; Hybrid; GBP 24,000 - 34,000; Full time

Benefits offered by this job

Hybrid working 60% office-based

Salary sacrifice scheme

25 days holiday (bank holidays)

Learning and Development support

Health Cash Plan

24/7 Virtual GP access

Life Assurance (4 x Salary after 6 mo)

Regular company socials and events

YuLife: wellness benefits

Job summary

NQC, a Manchester-based software company delivering supply chain risk management platforms, is seeking a Service Analyst on a permanent basis. The role focuses on supporting external users, ensuring quality service and timely responses while upholding SLAs, with a mix of customer support and compliance analysis.

Working hours are Monday to Friday 08:00–16:00 (37.5 hours). The position offers a hybrid working model and opportunities to develop multilingual support skills across global clients.

Qualifications

• Fluent in English and Italian in both verbal and written form.
• Beneficial: fluent in one of the additional languages (French, German, Spanish, Mandarin, Japanese, or Brazilian Portuguese).
• Experience in a support centre or customer contact centre.
• IT literacy and willingness to learn bespoke NQC systems.

Responsibilities

• Provide professional support to NQC external users.
• Take ownership of designated targets set by the team leader.
• Partake in validations to ensure quality service and timely actions.
• Handle inbound inquiries via web chats and phone professionally and promptly.
• Collaborate with cross-functional teams to support clients and suppliers.

Skills

English fluency

Italian fluency

Additional languages beneficial

Tools

MS Office

G Suite

Job description

About your new company

NQC is a successful and growing software company specialising in supply chain risk management platforms. We’re in the ‘Tech for Good’ space, providing online web platforms which are in use by some of the largest organisations across a number of industries, primarily Automotive.

Based in central Manchester, NQC offers a supportive working atmosphere within a diverse team of people. We work on a hybrid model and regularly meet up outside of the office for team socials and company events. This is an opportunity to work on globally recognised technology solutions used by major brands throughout the world and become part of an exciting long term plan for sustainability, and a better future.

About your new role

As part of our exciting growth journey, our team is on the lookout for a Service Analyst to join us on a permanent basis. The primary function of the role is to support suppliers using NQC’s platforms and web-based products. The validation and service delivery processes are an integral part of ensuring we deliver a quality level of service to our customers and clients, and the Service Analyst role offers a blend of customer-focussed support and compliance analysis.

Please note the working hours for this role are Monday - Friday 08:00 - 16:00 (37.5 hours).

Key Responsibilities

The Service Analyst will be required to undertake the following responsibilities as part of their day to day activities:

• Provide professional support to NQC Ltd. external users.


• To take ownership of designated targets set by the team leader.


• Partake in the validations process to ensure quality service for the platform user, ensuring that any changes or rectifications are actioned in a timely manner.


• Ensure that all inbound enquiries through web chats and phone calls from platform users are handled professionally and in a timely manner.


• Working collaboratively with cross functional teams to support clients and suppliers with queries that have been dealt within the Service Delivery department.


• To follow NQC processes when validating a user questionnaire, ensuring a high level of accuracy and efficiency.


• Manage your schedule with the wider team to avoid interruption of user support.


• Follow established workflows and processes for handling user inquiries.


• To provide professional validation support to all NQC Ltd users ensuring that all validations on the platform are handled professionally and within a timely manner, meeting SLAs.


• To maintain an appropriate working knowledge of the NQC web based platform in order to offer the highest level of customer satisfaction.

Requirements

To be successful for this role, you will ideally meet these requirements:

• Fluent in both English and Italian in both verbal and written form.


• Beneficial: Fluent in one of the following languages in both verbal and written form; French, German, Spanish, Mandarin, Japanese, or Brazilian Portuguese.


• Ability to deal with a workload which may include conflicting demands on time.


• Knowledge of and experience in a support centre or customer contact centre.


• IT literacy, competent in the use of MS Office/G Suite applications, and a willingness to learn bespoke NQC systems.


• Effective interpersonal skills, with the ability to develop good working relationships with people at all levels.


• Effective time management and organisation.


• Experience of providing audit or compliance services to customers is highly desirable.

Key Competencies

• Is consistently motivated, committed and able to perform duties in all situations.


• Communicates and receives ideas, views and information to achieve understanding.


• Champions NQC’s values and consistently acts in a principled, open and conscientious manner, challenging unacceptable behaviour.


• Plans and prioritises activities and resources to maximise performance and minimise errors.


• Thinks creatively and embraces opportunities for change.


• Works collaboratively with cross-functional teams and acts as a team player while supporting colleagues.

Benefits

• Hybrid working policy of 60% office-based


• Salary sacrifice scheme


• 25 days holiday (with bank holiday allowance provided as additional days for use throughout the year)


• Learning and Development support.


• Health Cash Plan.


• 24/7 Access to a Virtual GP.


• Life Assurance (4 x Salary after 6 months tenure).


• Regular company socials and events.


• YuLife: Employee wellness, benefits, and discounts platform.