Customer Service & Operations Analyst 466 views1 applications

Our client within the banking field is looking for customer service analyst’s to join their operations team based in Southend-On Sea. This is initially a 12 month temporary assignment.
The positions are full time, 35 hours a week, Monday – Friday and 9:00am – 5:00pm and will include some bank holidays.
Successful candidates will be asked to complete a credit check so you must have a good credit history with no outstanding debt or missed payments.

Job Description

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

What you’ll 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
  • 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 you’ll 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

. Previously customer service and telephone experience (min 2 years)

·The ability to convey information in a simple and understandable way

·An understanding of contact centre operations and performance metrics

·Microsoft Office skills, including PowerPoint, Excel and Word

If you are interested in the role please apply or contact us directly at Recruitment Services.

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The Recruitment Services Partnership

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The Recruitment Services Partnership
160 High Street | Southend-on-Sea | Essex | SS1 1JX
Tel: 01702 619944 | Fax: 01702 619005 

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