Customer Service Executive, NCC Group
2-3 days a week in office
Leading cyber security & managed services
Open for applications
Leading cyber security & managed services
1001+ employees
Open for applications
2-3 days a week in office
1001+ employees
Company mission
To help keep their customers safe and secure.
Role
Who you are
- 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
- Proficient in managing KPIs, SLAs, and contributing to service delivery metrics and reporting
What the job involves
- 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
- You'll 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
- 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
- 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
- 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
- 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
- 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
- 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
- Collaborate with other departments to achieve shared goals and meet key deadlines
- Meet the 48-hour SLA on email responses
- Engage with ongoing learning and development resources
- Track and demonstrate growth through Personal Development Plans
- Stay up to date with Escode products and services
- Ensure your product knowledge supports excellent customer experiences and confident communication
- Train and mentor junior team members and new hires, sharing best practices
- Provide guidance on managing complex customer interactions and navigating internal systems
- Handle escalated customer service issues requiring advanced problem-solving skills
- Coordinate with internal departments to resolve complex queries efficiently
- Oversee relationships with strategic/key, high-value customers
- Manage complex renewals and support service delivery across long-standing accounts
- 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
Our take
NCC Group is a global cyber and software resilience businesses that assesses, develops and manages cyber threats. The company operates across multiple sectors, geographies and technologies but with the universal mission of communicating the best ways to keep businesses, software and personal data safe.
As we become more entrenched in the digital age, businesses are more vulnerable to cyber-related risk, and this is where NCC Group comes in. Its services work to make the Internet safer and to change the way that organisations think about cyber security. It continues to build momentum as our society becomes increasingly connected but more uncertain.
NCC Group's role is only set to grow too. As technology evolves and cyber threats become more sophisticated, businesses and individuals will need trusted partners to navigate the risks. NCC Group's expertise, global reach, and proactive approach puts it in a position to help organisations not only respond to threats, but to stay ahead of them.
Steph
Company Specialist at Welcome to the Jungle
Company
Company HQ
Spinningfields, Manchester, UK
Leadership
Mike Maddison
(Group CEO)Former head of EY’s cyber security, privacy, and trusted technology practice for EMEA. Previously led PwC’s Risk Services practice across the Middle East and before that was head of Deloitte’s cyber security consultancy in EMEA.
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