Customer Service & Operations Analyst

Join the team as a Customer Service & Operations Analyst and contribute to delivering positive outcomes for customers and colleagues. The role involves supporting customer service initiatives while helping improve processes and operational efficiency.

• Contribute to initiatives aimed at improving customer service, procedures, and operational processes
• Use analytical thinking to help drive better business and customer outcomes
• Build experience in a fast paced environment that supports career growth

Key Responsibilities

In this position, you will provide operational support to customers and internal teams within contact centres. The role includes responding to and investigating queries, assisting with business processes and policies, and gaining an understanding of customer and business needs to recommend improvements.

• Identify performance barriers and coordinate actions that improve operational efficiency
• Work closely with operational teams, offering guidance and support to enhance knowledge and productivity
• Maintain accurate daily operational records, log incidents, and monitor emerging trends
• Review manual or inefficient processes that could be automated or improved
• Support ongoing efforts to enhance the overall customer service experience

Skills and Requirements

The role requires strong planning and organisational abilities with close attention to detail. Candidates should be comfortable handling multiple tasks in a fast moving environment while maintaining high levels of accuracy.

• Ability to analyse and work with performance data
• Understanding of contact centre operations and related performance metrics
• Proficiency in Microsoft Office tools including Excel, PowerPoint, and Word
• Ability to communicate information clearly and simply