Customer Service & Operations Analyst

Job Description

Join us as a Customer Service & Operations Analyst This is an opportunity to make a positive impact to our customers and colleagues, as you deliver successful customer and business outcomes You ll be actively participating in initiatives to improve customer service, processes and procedures You ll hone your existing analytical skills and be well positioned to advance your career in this fast-paced role Were offering this role at associate level What youll do In this key role, you ll be providing crucial support to customers and colleagues in our contact centres. You ll be responding to and investigating queries, providing support on business processes, policies and procedures and developing an understanding of customer and business needs in order to suggest improvements and increase efficiency. You ll also be: Identifying barriers to performance and coordinating improvements to enhance our efficiency Working closely with operational centres, providing coaching and support to increase efficiency and knowledge Acting as a liaison point between other teams to coordinate activities and mitigate the impact of incidents Keeping accurate records of day-to-day operations, logging incidents and identifying trends Reviewing manual or ineffective processes which could be automated or enhanced Maintaining a focus on improving our customer service and experiences The skills youll need To be successful in this role, you ll need to have excellent planning and organisational skills, along with good attention to detail. You ll perform well under pressure, and be confident in your ability to manage multiple tasks while maintaining high levels of accuracy throughout. You ll also need: Experience of analysing and using performance data The ability to convey information in a simple and understandable way An understanding of contact centre operations and performance metrics Microsoft Office skills, including Excel Hours 45 Job Posting Closing Date: 21/05/2025