Job Title

Join us as a Customer Service & Operations AnalystThis is an opportunity to make a positive impact to our customers and colleagues, as you deliver successful customer and business outcomesYoull be actively participating in initiatives to improve customer service, processes and proceduresYoull hone your existing analytical skills and be well positioned to advance your career in this fast-paced roleTo be considered for this role, youll need to specifically state on your CV that you have the right to live and work in Isle of Man and JerseyWhat you'll doIn this key role, youll be providing crucial support to customers and colleagues in our contact centres. Youll 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.Youll also be:Identifying barriers to performance and coordinating improvements to enhance our efficiencyWorking closely with operational centres, providing coaching and support to increase efficiency and knowledgeKeeping accurate records of day to day operations, logging incidents and identifying trendsReviewing manual or ineffective processes which could be automated or enhancedMaintaining a focus on improving our customer service and experiencesThe skills you'll needTo be successful in this role, youll need to have excellent planning and organisational skills, along with good attention to detail. Youll perform well under pressure, and be confident in your ability to manage multiple tasks while maintaining high levels of accuracy throughout.Youll also need:Experience of analysing and using performance dataThe ability to convey information in a simple and understandable wayAn understanding of contact centre operations and performance metricsMicrosoft Office skills, including PowerPoint, Excel and Word