Job Title: Technical Operations Support Specialist
Location: Hybrid (Manchester and Home) — 3 days in-office / 2 days WFH
Job Type: Full-time
Reports To: Operations Manager
Key Relationships:
Customer Service Team, Account Management Team, Operations Team, Sales Team, Tech Team
About Us:
Helpthemove helps social housing providers, letting agents, and build-to-rent operators manage the utilities and admin around every tenancy change, cutting down on void periods and manual admin so our clients can focus on what matters.
Job Overview:
As a Technical Operations Support Specialist, you will act as the human bridge between our data and our customers, translating technical and data issues into clear, reassuring answers, while maximising revenue opportunities for the business and enhancing the customer journey. This role is responsible for managing the data and processes that arise from our API integrations, ensuring issues are identified, resolved, and communicated effectively to clients and internal stakeholders, by analysing API exceptions, reporting from our energy partner, and bill validation results.
As part of the Operations team, this role combines technical analysis with direct client interaction. The successful candidate will act as a point of contact during onboarding, participate in client calls, and work closely with the Customer Service, Account Management, and Sales teams to ensure data-related issues are resolved promptly and communicated clearly.
You will develop and maintain relationships with external third parties such as our energy partners, councils, and water suppliers, working with them to find better ways of collaborating — whether through council web forms or other technical integrations.
Responsibilities:
Your responsibilities will include but are not limited to:
- Responding to internal and external emails and queries within business SLAs
- Building and maintaining strong relationships, both internally and externally
- Maintaining accurate client records and data integrity across systems and platforms
- Actively contributing to the achievement of company financial targets
- Training and educating customers on API integrations and data reporting via phone, email, web chat, or video call
- Analysing API exceptions and reporting from our energy partner, identifying missing data to maximise conversions and revenue opportunities
- Managing council web notifications and supporting the automation of these processes
- Acting as a point of contact for clients during onboarding, and participating in client calls to resolve data-related issues
- Closing the loop with clients once issues are resolved, and feeding recurring issues back to internal teams to prevent repeat problems
- Collaborating with the Customer Service, Account Management, Sales, and Tech teams to understand data needs and ensure issues are resolved promptly and communicated clearly
- Identifying opportunities to improve processes and workflows, and supporting their implementation
Qualifications & Experience:
- Previous experience in a customer service, technical support, or operations role
- Experience working with data, reports, or dashboards in a professional setting
- GCSE (or equivalent) in Maths and English; further education desirable but not essential
- Experience with CRM or ticketing systems (e.g. Salesforce, Zendesk, HubSpot) is desirable
Key Skills:
- Experience maintaining a high standard of service, both internally and externally
- Confident, with the ability to build rapport with peers and clients
- Strong data management and problem-solving skills, with excellent attention to detail
- Effective planning and organisational skills, with the ability to prioritise a high-volume, varied workload
- A proactive attitude, with the ability to manage time efficiently and work independently or as part of a team
- Excellent verbal and written communication skills
- Familiarity with Power BI for reviewing and using pre-existing reports and dashboards
- Previous internal and/or client-facing training experience is desirable
- A positive, can-do attitude, with a hunger to succeed and willingness to learn
Benefits:
- Hybrid working, 3 days in the office, 2 from home.
- 25 days annual leave plus bank holidays, increasing the longer you're with us.
- Private Healthcare
- Annual Bonus Scheme — rewards the whole team when we hit our company goals together.
- Culture & Recognition — Regular socials, a monthly budget for team lunches, and Bonusly, our platform for recognising each other's efforts, redeemable for gift cards or cash.
- Financial Wellbeing — Access to Mintago, our financial wellbeing platform, offering free financial advice, retirement planning, salary sacrifice schemes, and discounts across 200+ retailers.
- City centre location — Easy access to bus, tram, and cycle routes right from our Manchester office.
Helpthemove is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.