Customer Operations Executive

Who you are

• Bachelor’s degree
• Strong written and verbal communication skills, with the ability to explain information clearly, calmly, and honestly
• A genuine interest in solving problems and delivering positive outcomes for customers
• Ability to manage competing priorities, stay organised, and work effectively across multiple channels
• High attention to detail, particularly when working with operational or compliance-related processes
• A proactive mindset - comfortable asking questions, flagging issues early, and suggesting improvements
• Willingness to learn new systems, processes, and subject areas, and to take responsibility for building your knowledge over time
• Comfortable owning your work, acknowledging mistakes, and using feedback to improve
• Nice to have: Experience in a customer-facing or customer-adjacent role, ideally in a fast-paced service, operations, or marketplace environment

What the job involves

• Own customer contacts end-to-end across live channels (phone, live chat, and email) - providing clear, accurate, empathetic responses, and ensuring the customer gets a resolution
• Handle a wide range of queries across all customer groups, adapting your communication style to suit different needs, situations, and levels of understanding
• Take responsibility for your performance, meeting service level, customer satisfaction, and productivity targets
• Complete essential operational and compliance-related tasks accurately to support the smooth running of the marketplace
• Apply established processes consistently, while raising unclear guidance, inefficiencies, or risks when you spot them
• Work closely with your team lead and peers to manage workload across channels and maintain high service quality during busy periods
• Contribute to improving processes, documentation, or ways of working based on what you see day to day
• Build deeper expertise in specific areas of Customer Operations over time, based on your strengths and interests