Customer Operations Analyst - #1783738

We are looking for a highly motivated individual to join our fast-paced Customer Operations Team. You will be handling incoming queries, providing 1st line support for our customers, and fulfilling business needs. To ensure success as a Customer Operations Analyst, you should exhibit proactivity and expertise in problem analysis to restore and resolve issues to the customer's satisfaction, while working towards critical customer deadlines and SLA's. A first-class Customer Operations Analyst will be someone who demonstrates accountability and ownership of their work, following issues through to resolution along with team collaboration. We believe continuous improvement is key to our customers and our business objectives. The successful Customer Operations Analyst will deliver the expected value to the customer, sharing updates and opportunities relevant to the customer, while striving to meet the clients' demands. The Customer Operations Analyst will be creative in their approach to delivering customer updates and enhancing the tools and documentation used by the Customer Operations team.

Our employees live by our company values:

Always Learning: Our team are a naturally inquisitive bunch, always striving to become experts in our field. We are committed to sharing knowledge and skills with our colleagues and customers. AccessPay provides an environment that fosters personal development and professional growth for all of our people.

Supportive: Helpfulness sits at the heart of our culture – when we win, we win as a team. We agree on shared goals, collaborate constantly, and drive relentlessly in pursuit of those goals. We also understand the importance of fun, both working hard and celebrating our successes.

Driven to Achieve: We are passionate and energetic – whatever the mission. When we encounter challenges we show courage, resilience, and initiative to overcome them.

Committed to Excellence: Through our technical prowess, creativity, personal integrity and accountability, we deliver exceptional outcomes and exceed expectations time and time again.

Committed to Excellence: Through our technical prowess, creativity, personal integrity and accountability, we deliver exceptional outcomes and exceed expectations time and time again.

As part of the wider Customer Success team, you will sit within the Customer Operations team. The team takes responsibility for all queries and owns them through to resolution. Team availability is in line with our customer's core business hours, Weekdays Mon – Fri, 08:00 – 18:00 (Out of hours support on a rota basis from 18:00 – 22:30).

Your key responsibilities would include:

• Managing service requests and customer communications
• Performing post-release testing as part of maintenance activities
• Completing moves, adds, and changes for client systems
• Updating training and client training materials
• Managing and implementing client change requests, including user interface changes, and coordinating with users to verify and address feedback promptly
• Performing routine operational tasks to maintain client systems
• Supporting various operational activities and troubleshooting issues to ensure smooth business processes and compliance with procedures
• Collaborating with other teams to optimise operational efficiency
  
  
  

Skills, Knowledge & Expertise

• Excellent customer service skills
• Strong communication skills
• Analytical and logical problem-solving approach
• Previous experience in a similar service desk or shared service environment would be advantageous.
• Experience with the following platforms: Zendesk, Atlassian and Jira
  
  
  

Job benefits:

• You will be entitled to 25 days’ holiday + 8 bank holidays increasing with length of service.
• Birthday off work
• 2 Volunteer days a year.
• The option to purchase additional days holiday.
• We operate a salary exchange pension scheme which you will be auto-enrolled into from day one of employment.
• Free Gym Membership with Pure Gym or £240 yearly Wellbeing Allowance
• Enhanced maternity, paternity, and adoption leave
• Share option scheme after probation
• Cycle to work scheme after probation
• Health cash plan
• Free breakfast & lunch food when in the Manchester office
• Discounted Parking in Manchester
• Access to training – both internal and external
• We plant a tree for every new starter that joins us!
• We are a dog-friendly office
• Free massages in office every quarter