Sorry, this job is no longer available
Please use the search to find another job.

Customer Contact Analyst
Preston

About the Role

The purpose of this role is to support the development of a first-time resolution culture across our clients customer contact touchpoints.

*** This role is based in Cumbria 3 days PW - at home 2 days PW ***

We are seeking a highly analytical individual who will have the key responsibilities:

  • Develop and enhance demand management analysis across a range of timeframes, to create a deep understanding of contact drivers across touchpoints and their root causes (including trends in repeat contacts) and translate analytics into easy to understand actions which drive performance.
  • Develop strategies to drive effectiveness and efficiency through sources of demand e.g. reducing non-value add touchpoints (especially unnecessary or repeat customer contact) and working in partnership with business departments to smooth peaks / troughs in demand
  • Develop and run the customer service KPI dashboard enabling an improved understanding of performance appropriate to each level of the organisation
  • Design and run performance review meetings (Plan-Do-Review) with the Customer Service Leadership Team which create the climate for continuous improvement and problem solving
  • Curate trend analysis reports (from intra-day to yearly) to support the identification of effectiveness and efficiency opportunities and understand the impact of performance improvement initiatives
  • Work in partnership with the Customer Service leadership teams to collate the data which supports an understanding of colleague performance

Key knowledge and experience:


  • Prior experience in designing, curating and building performance analytics dashboards and trend analysis
  • Proven experience in translating raw data through to insights, which inform continuous improvement opportunities
  • Experience in articulating insights to a range of stakeholders in a way which drives an enhanced understanding of performance and the drivers of it 
  • Experience in a customer service environment that shows an inherent understanding of customer performance and the drivers of it

This is a tremendous role for a talented Analyst to join a brilliant, progressive organisation.

constantly on the hunt for the best candidates