Customer Operations Executive

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.

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 contract 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 on
- boarding 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.