Customer Service Executive

Job Title: Customer Service Executive

Location: Manchester (2/3 days in the office)

About the job

As a Customer Service Executive your core focus is to foster long-term customer relationships and provide exceptional service delivery to protect and grow renewable revenue. In addition to managing your own portfolio of clients, you will support junior team members through mentorship, contribute to strategic account oversight, and collaborate cross-functionally to improve processes and solve complex client issues.

The Escode Division

Escode, a global leader in software escrow solutions and part of NCC Group, is dedicated to protecting businesses from unforeseen disruptions. We ensure that business-critical software applications and source code are safe, secure, and always available. As a trusted intermediary for some of the world’s best-known brands, we safeguard access to vital code and digital assets, ensuring business continuity and the protection of software investments.

With over 40 years of experience, Escode pioneered the software escrow category in 1988, recognizing the growing technology dependence of businesses and the need for a safety mechanism. We are proud to set industry standards and shape its direction, providing unparalleled expertise and reliability. Learn more about Escode: https://www.escode.com/

Take a look at our website here to learn more about Escode: https://www.escode.com

Key Accountabilities:

Onboarding

• Ensure smooth onboarding of new clients by guiding them through the welcome process.
• Confirm receipt of Welcome Pack and follow up for any missing documentation.
• Collaborate with internal teams to ensure client setup is complete and accurate in all systems.

Account Maintenance & Data Accuracy

• Maintain and update client account information as requested, collaborating with relevant departments to align with contractual obligations.
• Conduct regular account reconciliations and prepare summaries reflecting accurate billing and contact data.
• Coordinate with the Billing team to quickly resolve any missed billing to reduce revenue leakage.

Customer Support & Experience

• Provide timely and professional support via phone and email to new and existing escrow clients.
• Keep all customer data (contacts, address details, etc.) accurate and up to date.
• Act as the single point of contact post-sale to ensure seamless query and issue resolution.

Customer Retention & Proactive Engagement

• Engage with customers to support contract renewals and highlight risks to account retention to your manager.
• Conduct retention calls on termination requests, gather feedback, and recommend service enhancements.
• Be a customer advocate-log client insights and champion their needs internally.

Termination Handling

• Lead conversations with clients initiating termination, aiming to retain where possible.
• Update records for bounced emails, researching and adding updated contact information.
• Accurately track termination reasons and outcomes in Salesforce

Contract & Billing Oversight

• Handle contract assignments and name changes.
• Work closely with Credit Control on outstanding invoices and follow-up actions.
• Audit client records regularly to maintain data accuracy.

Process Improvement & Collaboration

• Proactively identify process gaps and improvement opportunities; raise them with your Line Manager.
• Contribute to improving processes by identifying gaps in client service workflows and suggesting improvements.

Compliance & Development

• Meet the 48-hour SLA on email responses.
• Engage with ongoing learning and development resources.
• Track and demonstrate growth through Personal Development Plans.

Escrow Product Knowledge

• Stay up to date with Escode products and services.
• Ensure your product knowledge supports excellent customer experiences and confident communication.

Mentorship and Support

• Train and mentor junior team members and new hires, sharing best practices.
• Provide guidance on managing complex customer interactions and navigating internal systems.

Problem-Solving and Escalations

• Handle escalated customer service issues requiring advanced problem-solving skills.
• Coordinate with internal departments to resolve complex queries efficiently.

Manage Strategic/Key Customers

• Oversee relationships with strategic/key, high-value customers.
• Manage complex renewals and support service delivery across long-standing accounts.

Account Review and Proactive Client Engagement

• Conduct in-depth account reviews for high-value clients.
• Proactively identify upsell or renewal opportunities.
• Monitor client engagement to pre-empt potential issues or dissatisfaction.

Functional and technical skills:

• Exceptional written and verbal communication skills; able to manage high-stakes and complex client interactions.
• Demonstrated leadership in customer service, with mentoring or coaching experience.
• Advanced Salesforce (or CRM) reporting, dashboard usage, and data analysis skills.
• Strategic thinking with the ability to assess account health, identify retention risks, and recommend improvements.
• Strong project and time management skills, especially in managing high-value portfolios.
• Cross-functional collaboration experience (working with Legal, Billing, Sales, etc.).
• In-depth knowledge of Escrow or SaaS-based services, and how they translate to customer value.
• Comfortable handling escalations and resolving sensitive client issues.
• Ability to support operational improvement initiatives and represent the customer voice in internal discussions.

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 global.ta@nccgroup.com. All personal data is held in accordance with the NCC Group Privacy Policy (candidate-privacy-notice-261023.pdf (nccgroupplc.com)). 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.

Please note that this role involves mandatory pre-employment background checks due to the nature of the work NCC Group does. To apply, you must be willing and able to undergo the vetting process. This role being advertised will be subject to BS7858 screening as a mandatory requirement.