A fantastic opportunity for a self-motivated Customer Care Analyst to join a dynamic and rapidly expanding organisation, reporting directly to the Group Head of Customer Care.  The successful candidate will be responsible engaging with key stake holders and producing accurate and regular data. The role will also involve analysis of key trends and the root cause of complaints, identifying areas which require improvement and recommending actions that will improve operational efficiencies, the customer experience and compliance to regulatory requirements.

To be successful within this role you will be analytical, have a keen attention to detail and be an excellent verbal and written communicator.  You will have the ability to complete detailed and meaningful analysis of data and have a passion for understanding the ‘whys’, whilst suggesting creative solutions. The position will require the confidence to work autonomously and methodically, whilst recognising issues that require escalation.  Good time management and organisation skills, teamed with the ability to work within strict deadlines will be paramount. You will also need to be a proficient user of technology with the ability to handle data effectively with a key focus on Microsoft Excel, Cognos and PowerPoint.

Responsibilities

• Creation of regular reports
• Develop processes and reports so enable regular reporting to be delivered to stakeholders.
• Production and review of weekly, monthly and quarterly performance analysis focussing on KPI’s.
• Develop reporting to ensure that management receive appropriate information on performance.
• Analyse trends and propose improvement strategies.
• Analyse performance and strategy plans to deliver SLA’s
• Presentation of analysis.
• Provide data to ensure that the performance throughout customer care is delivered as agreed.
• Liaise closely with Managers and Team Leaders to drive a collaborative and considered approach to performance improvement.
• Support operational managers and service teams in understanding their operational performance.
• Provide data and analysis to key stakeholders.
• Continually seek improvement and automation in performance reporting and analysis.

Other duties and responsibilities

• Forge strong relationships with key stakeholders throughout the group.
• Travel to other office locations.
• To provide analytical support to the Bids team on tenders.
• Understand the process of the operational functions within the group.

Personal Attributes

• Highly analytical
• Detail and quality orientated
• Statistical and technical expertise
• High levels of curiosity and creativity
• Team player
• Excellent communication and presentation skills
• Willingness to learn and educate on all areas of group business

Person specification

• Highly numerate
• Focussed with pragmatic approach to problem solving
• Highly analytical
• Statistical and technical expertise
• Innovative
• Excellent communication and presentation skills
• Willingness to learn and educate on all areas of group business

Knowledge and skills: essential

• Able to produce accurate and concise reporting and commentary
• A detailed understanding of reporting / data
• Experience in an analytical role
• Exceptional excel and MS office skills

Experience: essential

• Over 2 years’ experience undertaking performance analysis
• Over 2 years’ experience within collections, credit, enforcement or similar financial environment