Customer Operations Specialist

Job Overview:

The Customer Support Specialist is responsible for managing En>ACT BAU client support, triaging incoming requests, and ensuring timely resolution. Acting as the primary point of contact for clients in BAU, the role requires strong analytical skills to understand client issues and internal processes, coupled with exceptional written and verbal communication to maintain professional and proactive client relationships. A financial background and understanding of financial instruments, transactions, and regulatory reporting requirements would be highly desirable, however we also encourage product support professionals from a FinTech or RegTech background to apply.

Key Responsibilities

• Serve as the first point of contact for BAU client requests: triage, prioritise, and escalate issues as needed.
• Analyse ticket trends to identify recurring patterns, operational inefficiencies, or potential product issues.
• Maintain ongoing client relationships through regular communications, updates, and calls.
• Coordinate with Onboarding and Engineering teams to ensure smooth resolution of complex issues.
• Execute operational processes, including running and validating BAU pipelines or other routine tasks, according to defined procedures.
• Monitor SLA compliance and proactively escalate risks to ensure timely responses.
• Document processes, maintain knowledge bases, and contribute to continuous improvement initiatives.

About You:

• Client facing experience: previous experience in client-facing or operational roles in financial services, fintech, or technical support environments essential.
• Exposure to financial processes, instruments, or regulatory reporting is advantageous.
• Analytical ability: Strong problem-solving and pattern recognition skills.
• Client communication: Exceptional written and verbal skills; ability to explain complex issues clearly to non-technical stakeholders.
• Operational discipline: Capable of managing multiple tickets and tasks simultaneously, prioritising effectively, and following defined processes.
• Technical literacy: Comfortable understanding technical systems; experience with SaaS, fintech, or operational platforms advantageous.
• Collaboration: Works effectively across teams (Onboarding, Engineering, Regulatory Intelligence) to ensure client satisfaction.
• Proactivity: Anticipates client issues and takes action before problems escalate.
• Financial acumen (preferred): Understanding of financial instruments, transactions, and regulatory reporting requirements to support clients effectively.

Key Behaviours

• Empathetic and professional client engagement.
• Strong investigative and problem-solving mindset.
• Adaptable to fast-paced, changing environments.
• Commitment to accuracy, documentation, and process compliance.

Why Join Us?

Work Across Disciplines: You won't be confined to a single track- you will develop a broader skillset across our capabilities and offerings.

Solve Problems that Matter: Work on complex challenges, where your thinking, analysis, and execution have real impact.

Flat, Visible, Collaborative: We keep the structure flat, so you can collaborate directly with senior leaders and experienced specialists. Your work is visible, your perspectives are valued, and you will see the impact of your contributions every day.

A Place for Builders: This is a great place for people who enjoy driving results and taking ownership. If you are driven to add value and help grow our business, you will enjoy a rewarding experience that recognises your contributions.

Novatus’ Equal Opportunities Statement:

Novatus is an Equal Opportunity Employer. All employment decisions are made based on business needs, role requirements, and individual qualifications, without regard to race, age, religion or belief, sex, sexual orientation, gender identity or expression, marital or civil partnership status, pregnancy or maternity, socioeconomic background, disability, or any other characteristic protected under the Equality Act 2010.

We maintain a workplace culture that is inclusive, respectful, and supportive. Our recruitment and selection processes are designed to ensure fairness and consistency for all candidates.

Reasonable adjustments are available throughout the application and interview process, and candidates are encouraged to contact Human Resources to discuss any specific requirements.

This commitment is embedded in all aspects of our employment practices, including recruitment, compensation, professional development, promotion, and workplace conduct.

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