Service Delivery Representative (German Speaking)

NQC; Manchester; Hybrid; GBP 30,000 - 40,000; Full time

Benefits offered by this job

25 days holiday

Health Cash Plan

Learning and Development support

Regular company socials

Life Assurance (4 x Salary after 6 months tenure)

Job summary

NQC, a thriving software company in the heart of Manchester, is looking for a German-speaking Service Analyst to enhance their team. The role involves supporting users of NQC’s supply chain risk management platforms through effective communication and compliance analysis.

The successful candidate will work in a hybrid model, fulfilling responsibilities from Monday to Friday, 08:00 to 16:00, ensuring timely support and managing user inquiries professionally.

Benefits include 25 days holiday, health cash plan, and continuous learning opportunities.

Qualifications

• Fluency in German, both written and verbal.
• Ability to manage conflicting workload demands.
• Experience in a support or customer contact center.
• Effective time management and organizational skills.
• Experience providing audit or compliance services is highly desirable.

Responsibilities

• Provide professional support to external users.
• Take ownership of team targets.
• Ensure users are supported in a timely manner.
• Collaborate with cross-functional teams.
• Maintain knowledge of NQC web-based platform.

Skills

Fluency in German

Effective interpersonal skills

Time management

IT literacy

Knowledge of customer support

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.

NQC is based in central Manchester, offers a supportive working atmosphere within a diverse team of people, works 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 German-speaking 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 compliance analysis and customer‑focused support.

The working hours for this position are Monday - Friday 08:00 - 16:00 (37.5 hours).

Key Responsibilities

• Provide professional support to NQC Ltd. external users.
• 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.
• Work collaboratively with cross‑functional teams to support clients and suppliers with queries that have been dealt within the Service Delivery department.
• 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.
• 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.
• Maintain an appropriate working knowledge of the NQC web‑based platform in order to offer the highest level of customer satisfaction.

Requirements

• Fluency in German, both written and verbal.
• 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.