Customer Fulfillment Manager

As part of our customer lifecycle journey, customers will require changes, upgrades and add-ons to their products and services. The Customer Fulfilment Manager’s role is to facilitate and deliver these requests within an agreed time frame, while providing first in class service to our Access Pay customers.

• Owning the full delivery lifecycle for fulfilment projects and act as the go-to technical lead for implementing Access Pay solutions
• Taking ownership of delivering our standardised products, managing high volumes of rapid turnaround orders or change requests
• Owning assigned orders and completing them to highest standard in line with the customer requirements
• Process customer orders within the agreed Service Level Agreements.
• Acting as the single-point-of-contact, providing clear and continual communication to all stakeholders.
• Working with our Customer Operations team to build relationships with our customers; identifying opportunities to improve their engagement and our processes
• Creating and improving processes and order documentation used by the Customer Fulfilment Team
• Provide technical support to customers throughout order journey while maintaining first in class customer service

• Experience of working within a SaaS environment
• Demonstrable experience and skills in working in a customer facing role
• Excellent communication skills, both written and verbal, is essential with the ability to communicate actions and intentions clearly and concisely
• Direct fulfilment/onboarding/service desk experience desired, but training will be provided
• Previous experience in banking/payments/statements is beneficial, although not necessary
• Project Management experience and relevant qualifications is desirable

• Great Place to Work® certified 3 years running
• A supportive, collaborative team who love what they do
• 25 days’ holiday plus public holidays increasing with length of service.
• Birthday off work.
• 2 paid volunteer days a year
• We operate a Salary Exchange pension scheme which you will be auto-enrolled into from day one of employment.
• £240 yearly Wellbeing Allowance
• Enhanced maternity, paternity, and adoption leave
• Cycle to work scheme
• Health cash plan
• Free breakfast & lunch when in the Manchester office
• Discounted Parking in Manchester
• Access to training – both internal and external
• We plant a tree for every new joiner that joins us!