Customer Service & Operations Analyst

• This is an opportunity to make a positive impact to our customers and colleagues, processing key business deliverables in line with SLA's
• 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
• You will be provided with support and opportunities to define and improve processes
• We're offering this position for a period of 12 month
• You’ll work from home most of the time, but you’ll also spend at least one day a week working from the office

What you'll do

In this key role, you’ll be providing crucial support to customers and colleagues developing specialist knowledge to support delivery of the best outcomes. With largely exception based processes, 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.

You’ll also be:

• Responsible for managing workflow in line with processes and procedures and delivering on productivity targets
• Accuracy on the recording of day to day workflow is critical, coupled with managing incidents should they arise
• Identifying improvements 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 delivering exceptional client service
• The ability to convey information in a simple and understandable way
• Understanding of working within an Operational environment
• Microsoft Office skills, including PowerPoint, Excel and Word