At a Glance
- Tasks: Manage customer queries and provide first-line support in a fast-paced environment.
- Company: Join AccessPay, a leading fintech recognised as one of the UK's Best Workplaces.
- Benefits: Enjoy 25 days holiday, birthday off, wellbeing allowance, and a dog-friendly office.
- Other info: Hybrid working model with excellent training and career growth opportunities.
- Why this job: Be part of a supportive culture where your proactive approach makes a real difference.
- Qualifications: Strong communication skills and a proactive problem-solving mindset are essential.
The predicted salary is between 31500 - 38500 £ per year.
Department: Customer Success
Employment Type: Full Time
Location: United Kingdom
Reporting To: Holly Sherwin
Compensation: £26,228 / year
At AccessPay, we believe that great technology starts with great people. We're a leading fintech helping organisations streamline payments and cash management, but what really sets us apart is our culture. Recognised as one of the UK's Best Workplaces, we're committed to creating an environment where people feel supported, challenged and empowered to do their best work every day.
We're looking for a proactive and customer-focused individual to join our fast-paced Customer Operations team. In this role, you'll manage customer queries, provide first-line support, and carry out operational activities to deliver an efficient, high-quality service. You'll take ownership of issues from investigation through to resolution, prioritising your workload effectively and ensuring customers are kept informed throughout.
The ideal candidate will be comfortable working with systems and processes, confident learning new technologies, and able to troubleshoot problems logically. You'll be naturally curious and proactive, taking the initiative to find solutions, improve ways of working, and identify opportunities to enhance both the customer and team experience.
Key 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 throughout.
- 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, Knowledge and Expertise:
- Strong customer service and communication skills.
- A proactive approach to problem solving.
- Strong organisation and prioritisation skills.
- Previous experience in a customer support, customer operations, service desk or technology-based role would be advantageous.
- Experience using Zendesk, Salesforce, Atlassian or Jira would be advantageous, but is not essential.
Why join us?
- 25 days' holiday plus public holidays increasing with length of service.
- Birthday off work.
- 2 paid volunteer days a year.
- Holiday Purchase scheme.
- We operate a Salary Exchange pension scheme which you will be auto-enrolled into from day one of employment.
- £240 yearly Wellbeing Allowance.
- Enhanced maternity, paternity, and adoption leave.
- Cycle to work scheme.
- Health cash plan.
- Free breakfast & lunch when in the Manchester office.
- Discounted Parking in Manchester.
- Access to training – both internal and external.
- We plant a tree for every new joiner that joins us!
- We are a Dog-Friendly office.
- And many more!
Customer Operations Analyst in Manchester employer: AccessPay
AccessPay is an exceptional employer that fosters a collaborative and innovative work culture, perfect for aspiring Junior Software Engineers. With a focus on employee growth, you will have access to continuous learning opportunities while working remotely, allowing for a healthy work-life balance. The supportive team environment and the chance to contribute to impactful SaaS solutions make AccessPay a rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Analyst in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at AccessPay. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like AccessPay before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Operations Analyst in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to AccessPay:Your cover letter is your chance to shine! Tell us why you want to work at AccessPay specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at AccessPay!
How to prepare for a job interview at AccessPay
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
