Job Title

Join us as a Customer Service & Operations Analyst at MettleThis 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 roleWhat 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 at the first point of contact, 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. This will include handling the first customer interactions for new Boxed clients, supporting with queries relating to our personal savings and lending products.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 experience of providing frontline customer service in the financial services industry, as well as excellent planning and organisational skills, and good attention to detail. You will use AI tools and automation to support customers efficiently and provide a market leading customer experience. 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 WordIt would beneficial but not essential to have experience of handling lending related queries