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Customer Insight Analyst (2695)

  • Location:
    Manchester
  • Department:
    Customer Service
  • Business Area:
    Customer Service
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At Totaljobs Group, we help everyone get the job that best fits their life. Whether it is the next step in their career, or a job to pay the bills - we exist to match lifestyles with livelihoods. 

We play our part by giving people everything they need to find the right job for them in that moment; making jobs work for more people, whatever they do, and however they choose to do it. 

 

What will this role look like on a day-to-day basis? 

  • The Customer Insight Analyst works within our Customer Service team. The role will be responsible for producing and maintaining team performance dashboards and corresponding reports.
  • The Customer Insight Analyst is also responsible for providing accurate data and as a result they will need to be able to understand data and present this back to the business as these insights play a key role in supporting the development and growth of the customer service team and their processes.
  • The insight provided by the Customer Insight Analyst will be used by the department for day-to-day practices and to allow management teams to assess the effectiveness of commercial projects being supported by the department.
  • Develop and maintain team performance dashboards detailing team and agent productivity, SLAs, contact centre metrics, and reviewing performance data.
  • Run the department's customer experience sampling. Finding, organising and arranging data into a consumable format and communicating what it means plus actions and useful insight.
  • Provide accurate data to allow teams to maximise their performance and meet service levels and KPIs.

 

 

Some skills you might have:

We know looking for a new job can be scary, and sometimes the list of skills you are asked for can seem exhaustive. Below are a few of the skills we look for, but please do not be put off applying if you do not have every single one of them!

 

  • Experience using BI tools such as Power BI and Tableau, with knowledge of ETL, DAX/M languages, creating measures and modelling data for analysis/visualisation.
  • Do you have strong Excel knowledge, including Power Query for ETL and Power Pivot for modelling different data tables within Excel? 
  • Are you competent in Salesforce reporting including formulas, reports, and dashboards?
  • Experience in analysing customer experience data, from calls/emails/live chats/surveys/review sites etc.
  • Strong communication skills (verbal & written) and comfortable working with stakeholders from different backgrounds.
  • Relationship builder who can present fact-based arguments and recommendations influentially.
  • Strategic innovator and problem solver with an eagerness to make improvements to processes.

 

Benefits and Rewards - How we recognise our employees hard work and talent:

  • Holiday - We feel work-life balance is important, so we offer every single one of our employees 29 days holiday a year, plus public holidays.  Everyone also has the option to buy or sell up to three days each year in our Holiday Flex scheme. 
  • Family Leave - At TJG we understand that laying the foundations for a smooth start to family leave will also make for an easier transition back to the workplace and subject to qualifying criteria, the benefits under the Company Family schemes are more generous than required under current legislation.
  • Pension Scheme - To help our people plan for their future we offer a competitive pension scheme.
  • Eye Tests - Every employee receives a voucher which entitles them for a free eye test every year.
  • Long Service - To recognise long- service and commitment to Totaljobs Group we celebrate our employees' loyalty by giving them additional time off and/ or vouchers after certain milestones. 
  • Medical Insurance - All employees are eligible to apply for private medical insurance cover which also includes a digital GP service. 
  • Charity- Each Totaljobs Group employee receives x2 additional days off every year to volunteer to charitable causes. We also give our employees the chance to 'give as they earn' meaning they can donate tax-free to a registered charity, and Totaljobs Group will match their contribution up to a value of £10 per month. 

 

For more information about Totaljobs Group benefits please look at the Totaljobs Group career site. 

Totaljobs Group are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

When you apply for a role with us you will be asked to complete an equal opportunities questionnaire. If you have any questions about this, please feel free to reach out to one of the team.

Job Spec

Job title:  Customer Insight Analyst

Function: Customer Service 

Reports to Helen Farrell  

Sub Function:  N/A

Level: Management Team

Location: London

The role:   

The Customer Insight Analyst works within our Customer Service team. The role will be responsible for producing and maintaining team performance dashboards and corresponding reports.

The Customer Insight Analyst is also responsible for providing accurate data and as a result they will need to be able to understand data and present this back to the business as these insights play a key role in supporting the development and growth of the customer service team and their processes.

The insight provided by the Customer Insight Analyst will be used by the department for day-to-day practices and to allow management teams to assess the effectiveness of commercial projects being supported by the department.

Key Responsibilities:

  • Develop and maintain team performance dashboards detailing team and agent productivity, SLAs, contact centre metrics, and reviewing performance data.
  • Run the department's customer experience sampling. Finding, organising and arranging data into a consumable format and communicating what it means plus actions and useful insight.
  • Provide accurate data to allow teams to maximise their performance and meet service levels and KPIs.
  • Analyse complex data sets, building queries and providing detailed insights to wider stakeholders in the business.
  • Provide robust data to back up the management team when they present business cases – providing advice and experience throughout the process.
  • Provide ad hoc reports on request to any area of the business.
  • Work on cross-functional projects as and when required.
  • Introduce innovative ways in which we can display our department's results to the wider business.
  • Act as a resource for any technical queries and training needs
  • Ensure all submitted content is timely and accurate.

 

 

Skills, know-how and experience:

Must have:

  • Gathering, building, joining, and interrogating disparate data, with strong SQL skills
  • Experience using BI tools such as Power BI and Tableau, with knowledge of ETL, DAX/M languages, creating measures and modelling data for analysis/visualisation.
  • Strong Excel knowledge, including Power Query for ETL and Power Pivot for modelling different data tables within Excel.
  • Competent in Salesforce reporting including formulas, reports, and dashboards.
  • Experience in analysing customer experience data, from calls/emails/live chats/surveys/review sites etc.
  • Strong communication skills (verbal & written) and comfortable working with stakeholders from different backgrounds.
  • Relationship builder who can present fact-based arguments and recommendations influentially.
  • Effective time management, comfortable working to deadlines and with high work volumes
  • Strategic innovator and problem solver with an eagerness to make improvements to processes.
  • A leader, a go-to-resource who promotes data literacy across the department through organising workshops and training sessions

key stakeholders: UK Head of Customer Service, Customer Service Managers, Customer Service Team Leaders

 

Key performance indicators/Budget

 

Direct reports: N/A

 

                                                                                                                                                                                        


 
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Location
Manchester
4 Piccadilly Place, 1st Floor, Piccadilly Place, , Manchester, North West, UK, M1 3BN
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