Location: Coventry (Hybrid – 3-4 days office, 1-2 days home)
Salary: £33,000 - £37,000 per annum
Role Type: Full-Time
About Rightcheck
Rightcheck is one of the UK’s leading providers of digital identity, right to work and workforce screening solutions.
We help organisations automate and simplify compliance through a market-leading platform that combines identity verification, right to work checks, criminal record checks, referencing, sanctions screening and workforce risk management.
With over one million checks processed annually, we work with organisations ranging from high-growth businesses to some of the UK’s largest employers.
As we continue to grow, we are looking for a Customer Operations & Enablement Coordinator to help deliver exceptional onboarding, support and customer success experiences across our customer base.
The Role
The Customer Operations & Enablement Coordinator plays a key role in ensuring customers receive maximum value from the Rightcheck platform.
This is a varied position combining customer onboarding, implementation support, training delivery, operational administration and first-line support.
Working alongside the Customer Success Manager, Partnership Director, Product and Operations teams, you will help customers adopt and use the Rightcheck platform effectively while ensuring a consistently high standard of operational service.
The role is ideal for someone who enjoys helping customers succeed, solving problems, delivering training and coordinating activities across multiple teams.
Key Responsibilities
Customer Onboarding & Implementation
- Coordinate onboarding activities for new customers.
- Support implementation planning and customer readiness activities.
- Deliver onboarding sessions and platform walkthroughs.
- Guide customers through setup and best-practice platform usage.
- Ensure customers achieve successful adoption and early value from the platform.
- Monitor onboarding progress and proactively address any challenges or risks.
- Work closely with Customer Success, Product and Operations teams to ensure successful customer launches.
Customer Training & Enablement
- Deliver training sessions for new and existing customers.
- Provide refresher training and feature update sessions.
- Run remote and in-person customer workshops where required.
- Create and maintain customer-facing training materials, guides and knowledge resources.
- Support customers in adopting new functionality and process improvements.
- Promote best-practice platform usage across the customer base.
- Assist with customer communications relating to product updates and enhancements.
Key Client Operational Support
- Provide day-to-day operational support for a strategic client relationship.
- Monitor customer usage levels and support internal reporting activities.
- Assist with reconciliation, reporting and operational administration processes.
- Coordinate customer onboarding, training and enablement activities.
- Support customer queries and issue resolution.
- Maintain accurate customer records and documentation.
- Support review and renewal processes through provision of usage and operational data.
- Escalate commercial, contractual or relationship matters to the Customer Success Manager or Partnership Director where appropriate.
- Work collaboratively with Customer Success, Operations and Commercial teams to ensure a consistently high level of service delivery.
Customer & Integration Support
- Provide first-line support for customer and integration-related enquiries.
- Manage and triage enquiries received through the integrations inbox.
- Investigate platform and integration queries and resolve issues where possible.
- Escalate technical issues to Product or Engineering teams when required.
- Coordinate communication throughout the resolution process.
- Maintain accurate records of support activity and customer interactions.
- Ensure agreed service levels and response times are achieved.
- Identify recurring issues and opportunities for process improvement.
Continuous Improvement & Customer Insight
- Identify recurring customer issues, themes and trends.
- Share customer feedback with Product, Operations and Customer Success teams.
- Contribute to improvements in onboarding, support and customer experience processes.
- Support the development of self-service resources, FAQs and knowledge base content.
- Help reduce avoidable support contacts through education, training and process improvements.
- Assist in measuring customer engagement, adoption and training effectiveness.
About You
We’re looking for someone who combines excellent customer service skills with strong organisation, communication and problem-solving abilities.
You’ll be comfortable managing multiple priorities, building positive relationships with customers and delivering training in a clear and engaging way.
Essential Skills & Experience
- Experience in a customer-facing role such as Customer Success, Customer Service, Account Coordination, Support or Operations.
- Strong verbal and written communication skills.
- Confidence delivering training sessions, workshops or demonstrations.
- Ability to explain technical or process-driven concepts clearly and simply.
- Strong organisational and time-management skills.
- Experience using CRM, support ticketing or customer management systems.
- Comfortable managing multiple priorities simultaneously.
- Strong attention to detail and administrative accuracy.
- Proficient in Microsoft Office and business systems.
Desirable Skills & Experience
- Experience within a SaaS or software environment.
- Customer onboarding or implementation experience.
- Experience supporting software integrations.
- Experience producing customer-facing documentation or training materials.
- Familiarity with compliance, HR technology, workforce screening or identity verification solutions.
- Understanding of customer adoption and retention principles.
- Experience working with strategic clients, partners or reseller relationships.
Personal Attributes
- Customer-focused and service-driven.
- Positive, proactive and solutions-oriented.
- Calm under pressure.
- Naturally organised and detail-oriented.
- Strong problem-solving mindset.
- Comfortable balancing reactive support with planned project work.
- Passionate about helping customers succeed.
- Collaborative and team-oriented.
Key Performance Indicators
- Customer onboarding completion and satisfaction scores.
- Training attendance, engagement and customer feedback.
- Support response and resolution times.
- Service level adherence.
- Customer adoption and engagement metrics.
- Accuracy and timeliness of operational reporting and administration.
- Reduction in repeat or avoidable support issues.
- Customer satisfaction (CSAT) performance.
- Quality and effectiveness of training delivery.
- Contribution to customer retention and customer success outcomes.
What We Offer
- Salary of £33,000 - £37,000 per annum.
- Hybrid working (4 days office, 1 day home).
- Opportunity to join a fast-growing SaaS business.
- Exposure to Customer Success, Product, Operations and Commercial functions.
- Ongoing training and professional development.
- Collaborative and supportive team environment.
- Clear progression opportunities as the business continues to grow.
Why This Role Matters
This role sits at the heart of the customer experience.
By combining onboarding, training, operational support and customer enablement, you will help customers achieve success from day one while ensuring they continue to gain value from the Rightcheck platform.
The role offers an excellent opportunity for someone looking to develop a career in Customer Success, Customer Operations or Customer Enablement within a growing technology business.