Customer Operations Executive Full Time NEW

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

As a Customer Operations Executive, you will be the engine room of our Customer Delivery department. You will join a dedicated team focused on providing seamless back-office support to our Stakeholder teams. Your day-to-day will involve high-accuracy data management, resolving billing queries, and ensuring our CRM accurately reflects our customer base.

This is a predominantly remote position, though we maintain a strong team culture through in-person collaboration.

• Location: Home-based (Ideally South or South West England).
• Travel: Quarterly team meetings in London or the South West.
• Training: Monthly in-person sessions in London during your initial onboarding period.
• Note: Travel expenses are reimbursable (subject to standard benefit taxation).

Key Responsibilities

• Order & Contract Management: Process software orders with precision, manage contract reductions, and handle cancellations within defined SLAs.
• CRM Integrity: Act as the guardian of our CRM data; updating customer details, processing changes following company acquisitions, and ensuring compliance across all records.
• Stakeholder Support: Act as a bridge for our internal teams, providing them with accurate, real-time contract and subscription data.
• Billing Resolution: Investigate and resolve billing discrepancies, correcting contract errors and raising credits where necessary.
• Frontline Communication: Handle inbound queries with a professional phone manner and clear written communication.

The Person Profile: Our Behaviours in Action

We are looking for someone who resonates with our core values and can demonstrate the following skills and qualities:

Make it Happen (Ownership & Accountability)

• Numeracy & Accuracy: A high level of numeracy and experience with fast, accurate data entry to drive tasks to completion.
• Task Prioritisation: Excellent time management skills, focusing your energy on the most impactful work to meet team goals.
• Purpose-Driven: You move with purpose and hold yourself accountable for every task, every time.

Know our Customers (Stakeholder Focus)

• Active Listening: You don’t just hear what stakeholders say; you seek to deeply understand their challenges and expectations.
• Customer-Centricity: You put the customer at the core of your work, providing solutions that deliver measurable value and earn trust.
• Communication: Excellent verbal and written skills, maintaining a professional phone manner in every interaction.

Explore Boldly (Curiosity & Agility)

• Software Agility: The ability to quickly learn and navigate multiple software applications, stepping out of your comfort zone to gain new skills.
• Continuous Improvement: A mindset that is always on the lookout for smarter, more efficient ways of doing things.
• Challenge the Norm: You aren’t afraid to ask questions and challenge existing processes to find better methods.

Own it Together (Collaboration & Inclusion)

• Team Player: You have no ego and are great to work with, leaning into the strengths of your teammates to achieve common goals.
• Silo-Breaker: You actively collaborate across functions with a shared purpose, focusing on collective success.

Bounce Back Stronger (Resilience & Growth)

• Resilience: You view obstacles and failures as valuable lessons that help you grow stronger and smarter.
• Adaptability: When circumstances change, you adjust your plans and methods swiftly and effectively.

Desired Experience (Nice To Have)

• Knowledge of Salesforce or Zendesk CRM systems.
• Experience in processing sales contracts or legal documentation.
• Background in the Estate Agency or Software (SaaS) industries.

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

• 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 Alto 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.