Customer Operations Executive

Alto Software Group creates software solutions that connect businesses and consumers, powering more than half of all UK housing transactions each year.

We deliver a one-stop shop for estate agents and home builders to drive efficiencies, speed up the transaction while reducing risk, improve end-customer experiences, stay ahead of regulatory changes and unlock new areas for business growth. 

While we are not a start-up we have a start-up mindset set and want our people to operate with this mindset so that we can achieve our ambitions. 

The role:

The Customer Operations Executive will work in a dedicated team supporting our Stakeholder teams, processing customer orders, contract cancellations and reductions, investigating billing queries and updating customer details on our CRM.  

This role is predominantly remote; however, the successful candidate will be expected to attend team meetings at least once per quarter, either at our London office or an alternative agreed-upon location in the South West of England. During the training period, in-person attendance at the London office may be required once a month. Travel expenses for these visits can be reimbursed, though they will be subject to taxation as a benefit.

This is a crucial role within the Customer Delivery department and requires resilience, motivation, excellent attention to detail, time management and communication skills.

Key Responsibilities:

• Frontline call handling
• Processing customer software orders accurately, implementing changes to the customer CRM, liaising with stakeholder teams to make updates
• Supporting our stakeholder teams by providing accurate contract and subscription details.     
• Customer compliance - updating customer names, addresses and processing contract changes following company acquisitions
• Processing contract reductions and cancellations
• Analysing and resolving billing queries, correcting contracts and raising credits where needed.

Essential Skills:

• A high level of numeracy
• Accurate data entry
• G-Suite / Microsoft applications
• Excellent verbal and written communication skills
• Ability to quickly learn and use multiple software applications
• Excellent phone manner

Essential Qualities:

• Excellent attention to detail
• Positive and proactive attitude
• Team player with good interpersonal skills
• Ability to work on own initiative
• Excellent time management

Desired:

• Knowledge of Salesforce/Zendesk CRM systems
• Experience in processing sales contracts 
• Estate Agency and software industry experience

There’s always room to grow and learn with our roles so please  don’t be put off if you don’t have all of these skills and experiences. It’s more important that you’re passionate about our mission to improve the home moving and owning experience for everyone.

Benefits

• Everyday Flex - greater flexibility over where and when you work
• 25 days annual leave + extra days for years of service
• Day off for volunteering & Digital detox day
• Festive Closure - business closed for period between Christmas and New Year
• Cycle to work and electric car schemes
• Free Calm App membership
• Enhanced Parental leave
• Fertility Treatment Financial Support
• Group Income Protection and private medical insurance
• Gym on-site in London
• 7.5% pension contribution by the company
• Discretionary annual bonus up to 10% of base salary
• Talent referral bonus up to £5K

We want to make Houseful more welcoming, fair and representative every day. We’ll consider everyone who applies for this role in the same way, regardless of your ethnicity, colour, national origin, religion, sexual orientation, gender, gender identity, age, physical disability, neurodiversity status, family or parental status, or how long you’ve spent unemployed.