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Customer and Partner Operations Specialist
1 month ago
As a Customer and Partner Operations Specialist, you will be responsible for delivering our core operational activities and second-line escalations, ensuring they are processed with precision and within Service Level Agreements. You will operate within our Standard Operating Procedures and policies to ensure consistency and accuracy of decision making and support in keeping these up to date. You will take ownership of assigned specialist tasks, ensuring these are fulfilled efficiently and effectively identifying opportunities for continuous improvement. By acting as a mentor for new team members and serving as a subject matter expert for both customers and partners, and internal teams, you will balance hands-on operational support with meeting or exceeding customer expectations, thereby improving customer and partner experience and satisfaction.
Major objectives
- Deliver assigned operational processes efficiently, including lifecycle application assessments.
- Provide second-line support, resolving customer issues with accurate solutions.
- Identify and address pain points in the customer or partner journey to improve satisfaction.
- Maintain accurate records of customer interactions and resolutions.
- Mentor new team members and serve as a subject matter expert.
- Support internal change initiatives and maintain up-to-date process documentation.
What are we looking for?
- Knowledge of CRM and digital platforms.
- Strong verbal and written communication skills.
- Ability to manage multiple conflicting priorities, with strong time management and prioritisation.
- Sharp analytical, reporting and problem solving capabilities
- Experience in the Customer Service industry including in a multi-channel environment
- Educated to A Level standard – business, communications or customer relations.
- A positive attitude with a high degree of initiative, accountability and decisiveness.
Experience working in membership or qualification bodies, including in a regulatory environment is not essential but would be a plus.
