Customer Service Performance Analyst – RQ613783

  • Per Hour
    £33
  • Location
    Greater London
  • Basis
    Contract

Customer Service Performance Analyst – £33.24 per hour umbrella – 6 Month Contract – Hybrid/Newham

Our client is a large public sector organisation who requires a Customer Service Performance Analyst to be responsible for the production and analysis of a range of customer-facing management information developing statistically and mathematically accurate reports, displayed in a clear and appropriate style, for the purposes of highlighting performance achievements for the service, team and the individual.

Responsibilities:

* Responsibility for the updating and amending of key operational systems such as the telephony, voice recognition system, CRM, workforce management tool and others Amend the system
* Analyse demand including that generated from customer complaints and enquiries to produce data identifying trends of failure and make suggestions where opportunity exists to reduce waste
* Using insight through the analysis of data to best utilise resource across all service areas within Customer Services
* Manage the setup and implementation of a service wide resource and rota’ing tool, producing staff rotas to meet demand, managing leave and training requests
* Support the development of Service Development Officers to enable them to carry out regular responsibilities to support in these tasks
* Using numerical and graphical presentational techniques. Utilise a broad range of skill sets and ICT applications in the effective and efficient maintenance of management information, including the ability to understand and interrogate a Customer Relationship Management system (CRM) using query logic with efficiency and accuracy
* Be responsible for the organising and collation of customer satisfaction surveys and the analysis of that data.

Requirements:

* Qualified or extensive experience in business analysis and process redesign techniques and methodologies
* Knowledge of predictive data analysis and their successful implementation
* Strong working knowledge of ICT systems as they apply to customer-facing performance measurement, including Customer Relationship Management systems, or similar
* Knowledge of statistical methods and research techniques, including query building, and process improvement techniques
* Knowledge of quality and performance systems.
* Advanced knowledge and understanding of the use and programming of spreadsheet and database applications to enable quick, efficient and accurate collation of variable datasets
* Significant experience of leading business change projects from analysis through to implementation
* Experience of organising, collating and analysing customer satisfaction surveys and making recommendations on areas of improvement.

strgroup is acting as an Employment Business in relation to this vacancy.

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