12 Month FTC (Full-time)
Thank you for checking out our job opening; we are excited that YOU are interested in learning more about NCC Group. We are on a mission to make society a safer and more secure place. Our people are the ones who make that mission possible; a global community of talented individuals working together towards a safer future. We aim to create an environment where everyone can reach their full potential. We work together, we are brilliantly creative, we embrace difference and we want you to help us in our mission, as a Customer Operations Executive.
About Escode
Escode, a division of NCC Group, is committed to ensuring operational resilience and peace of mind for both vendors and licensees. Whether vendors are safeguarding code or investors are licensing software, Escode’s comprehensive services provide the necessary protection to safeguard investment in digital assets. As the foremost provider of escrow services globally, Escode specializes in software and technology escrow, boasting unparalleled expertise in protecting invaluable digital assets. With over 40 years of industry experience, Escode has earned a reputation synonymous with trust and reliability. Escode’s Escrow Verification Services serve as a crucial quality control mechanism, confirming the completeness and usability of deposited code as stipulated in the escrow agreement. This verification process provides investors with the confidence that their investments are backed by high-quality, usable code, thereby minimizing the risk of financial loss due to software dependencies.
The Opportunity
The purpose of this role is to provide support to the Customer Operations Team, which provides a single post-sales interface for Escode customers, and plays a key role ensuring that customer-facing and sales processes are executed effectively and accurately.
Key Accountabilities:
- Provide day-to-day support to the team, being a key contact for all matters related to the execution of the role.
- Ensure that departmental SLAs are being adhered to.
- Set up new contracts in the system, add new customer accounts, create verifications projects so customers can be invoiced without delays.
- Review new sales opportunities and ensure they are compliant with company’s expectations, and processes are followed.
- Be a key point of contact for the business to process contract amendments, customer terminations, contact and account amendments, add contract lines for invoicing.
- When required support the business with internal/external audit requests.
- As and when required support with system processes testing to aid the development of departmental processes and procedures.
- Work to ensure that customers, both new and existing, receive an excellent onboarding process, and then subsequently an excellent post-sales customer experience through the provision of a single contact point for query and issue resolution.
- Oversee the administration within the renewals process in order that the hand-off from sales/retention activity to invoicing is effective and that renewal invoices are issued on a timely and accurate basis without the need for re-work within the invoicing team.
- Ensure all data is processed in line with GDPR requirements and escalated to appropriate channels where required.
- Document processes in Customer Operations team when needed and ensure process guides are kept up to date.
- Train new starters when required.
- Ensuring that confirmed customer terminations are processed on a timely and efficient basis through an effective approach to cross-skilling in order to increase capacity, and a constant focus to improve the terminations process.
Technical Skills:
- Experience working in a fast-paced environment with multiple touch points internally and externally.
- Good functional skills including Excel, Microsoft etc.
- Excellent time management skills with the ability to constantly assess priorities and make sensible decisions based on this.
- Able to remain calm during periods of change or pressure.
- Strong customer-centric attitude.
- Excellent communication and interpersonal skills.
- Experience of working in a customer service/sales support environment.
About your application
We review every application received and will get in touch if your skills and experience match what we’re looking for. If you don’t hear back from us within 10 days, please don’t be too disappointed we may keep your CV on our database for any future vacancies and we would encourage you to keep an eye on our career opportunities as there may be other suitable roles. If you do not want us to retain your details, please email.
All personal data is held in accordance with the NCC Group Privacy Policy. We are committed to diversity and flexibility in the workplace. If you require any reasonable adjustments to support you during the application process, please tell us at any stage.
Customer Operations Executive employer: Escode, Part of NCC Group
At NCC Group, we pride ourselves on being an exceptional employer, fostering a collaborative and innovative work culture that empowers our employees to thrive. As a Customer Operations Executive in our Escode division, you will benefit from comprehensive training and development opportunities, ensuring your growth within a globally recognised leader in escrow services. Our commitment to diversity and flexibility, combined with our mission to enhance security in society, makes working here not just a job, but a meaningful career path.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Executive
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Escode, Part of NCC Group. 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 Escode, Part of NCC Group 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!
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 Escode, Part of NCC Group:Your cover letter is your chance to shine! Tell us why you want to work at Escode, Part of NCC Group 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 Escode, Part of NCC Group!
How to prepare for a job interview at Escode, Part of NCC Group
✨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.
