Operations Associate
Confirmed on the employer's own hiring board on Sep 30, 2026. First seen by Alion on Sep 24, 2026.
We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.
Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them.
What does Access offer you?
We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career.
About the Role
We are looking for a proactive and analytically minded Operations Analyst to support the day-to-day operations of our Customer Success organisation, spanning Support, Professional Services, and Customer Success Management. This role will work closely with CS managers, team leaders, and cross-functional stakeholders to ensure smooth operational processes, accurate reporting, and a consistently excellent customer experience.
This is an excellent opportunity for someone with prior experience in CS operations or CS strategy who enjoys working in a fast-paced, collaborative environment and wants to make a tangible impact across multiple CS functions.
Key Responsibilities
Support Operations & Analytics
- Monitor and track CS performance metrics, service levels, and KPIs across Support, Professional Services, and Customer Success.
- Maintain and improve operational dashboards and reports, ensuring leaders have timely and accurate data.
- Analyse trends in support and CS data, identifying risks and opportunities and escalating findings to relevant stakeholders.
- Support the coordination of operational initiatives and improvement projects across CS functions.
- Help ensure adherence to CS processes, policies, and best practices.
Stakeholder Coordination
- Work closely with Customer Success, Support, Professional Services, and other internal teams to facilitate effective communication and alignment.
- Coordinate meetings, action plans, and follow-ups related to operational activities.
- Support escalation management and ensure timely resolution of customer-impacting issues.
- Assist with onboarding activities and internal process documentation.
Workforce & Process Support
- Maintain workforce planning trackers and team resource data across CS functions.
- Support hiring and onboarding administration for new CS team members.
- Assist with training coordination and capability development initiatives.
- Help improve operational processes to increase efficiency and consistency across the CS organisation.
Continuous Improvement
- Contribute ideas to improve customer experience and CS delivery across Support, PS, and CSM.
- Support process optimisation initiatives and keep documentation current.
- Participate in operational reviews and provide insights from reporting and analysis.
- Monitor trends in CS data and highlight opportunities for improvement to CS leadership.
Skills & Experience
Required
- 4-6 years of experience in Customer Success Operations, CS Strategy, Customer Support, Service Delivery, or related functions - with prior CS ops or strategy experience essential.
- Strong analytical and organisational skills, with experience working with reporting tools, dashboards, and spreadsheets.
- Ability to define, track, and interpret CS metrics - including CSAT, tNPS, ticket resolution times, SLA adherence, onboarding completion rates, and product adoption indicators - and translate these into clear operational insights.
- Experience building or maintaining performance dashboards and producing insight-led reporting packs for senior stakeholders, with the ability to surface trends, anomalies, and actionable recommendations from data.
- Strong communication and stakeholder management skills across multiple levels.
- Ability to manage multiple priorities in a fast-paced, cross-functional environment.
- Detail-oriented with strong problem-solving skills.
- Proficiency in Microsoft Excel and Microsoft Office tools.
Preferred
- Experience in a SaaS or technology environment.
- Exposure to customer support or CS platforms such as Salesforce, Zendesk, Gainsight, or similar tools.
- Experience supporting KPI tracking, workforce planning, or operational reporting across CS functions.
- Familiarity with customer satisfaction measures such as CSAT, NPS, or SLA reporting.
- Familiarity with AI productivity tools used to improve operational efficiency.
Success Measures
The success of the Operations Analyst will be measured through:
- Accuracy and timeliness of operational reporting across CS functions.
- CS KPI tracking visibility and quality.
- Process compliance and documentation quality.
- Contribution to operational improvement initiatives.
- Stakeholder satisfaction and collaboration across Support, PS, and CSM.
- Support for onboarding and workforce coordination activities.
What are we all about?
The Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used.
With over 9,300 talented individuals driving innovation and customer excellence, we’re shaping the future of work. And we want you to be part of it. At Access, people are at the heart of everything we do. We’re committed to creating an inclusive, high-performing culture where everyone feels valued, respected, and empowered to thrive. If you’re excited about this role - even if your experience doesn’t tick every box - you might be exactly who we’re looking for.
We believe in equality for all and the transformative power of diversity. So why not join our vibrant team, where you can love what you do, love how you live, and most importantly, be authentically you?
Let’s make a difference together.
Love Work. Love Life. Be You.