Customer Operations & Enablement Advisor

Location: Coventry (Hybrid – 3-4 days office, 1-2 days home)

Role Type: Full-Time

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 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.

• 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.

• 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.

• 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.

• 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.

• 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…