Customer Service Data Analyst

We have a fantastic opportunity to join the Customer Care team as a Customer Service Data Analyst, known internally at Greggs as a Customer Care Analysis Manager.

We can offer you:

• 25 days (five weeks) annual leave, pro-rated, increasing with service (in addition to bank holidays), plus one additional floating day

• Management Bonus Scheme which is worth up to 10% of your salary

• Profit share: We want everyone to share in the success of the business, so we distribute 10% of our profits to all our employees who have at least 6-month service, or more, each year

• Private Medical Insurance which is free for you and subsidised for your dependants

• Permanent Health Insurance which is a replacement income scheme

• You will automatically join our Greggs pension scheme which is a fantastic way to save for your retirement and allows you to benefit from employer contributions and tax advantages

• Defined contribution management pension scheme

• Death in service benefit which provides a lump-sum payment equal to four times your year's salary

• Colleague discount, up to 50% off our own-produced products

• Share save schemes that let you buy discounted Greggs shares, by saving a set amount of money over a fixed time, to have an even bigger share of our profits

• Career progression and learning and development

• Employee Assistance Programme; A free, confidential helpline, offering advice and support with financial, relationship, work-related and wellbeing issues, 24 hours a day, 365days a year. Including a mobile app providing a range of wellness content on physical, mental, social, and financial wellbeing

• Perks and savings, such as digital gift card discounts, online cashback, in-store and online coupons and lifestyle offers

• Cycle to Work scheme

• A company who cares about our communities; the environment and being a better business! Click here to read about The Greggs Pledge

• Colleague Networks - internal groups where colleagues and their allies can share their own experiences, offer feedback on the way we do things at Greggs, and provide support to one another

• This is a full-time role (35 hours per week) however flexibility in this will be considered
• We know that having a work-life balance is important, so we offer our colleagues as much flexibility as possible in line with the needs of their role
• The base location for this role is Newcastle Upon Tyne, Quroum Business Park, Q9 Greggs House

• Use Customer Feedback and other data sources to create actionable insight that can be used to drive positive changes to our customer experience across the business.

• Create, monitor and analyse Key Performance Metrics across all retail shopping channels (ensure that we maximise the CX metrics in place for walk-in, seat-in, drive thru, click + collect, and delivery channels).

• Work with key stakeholders to understand their requirements, creating reports and analysing data as required

• Line management of a Customer Feedback Analyst

You will fit right into this role if you:

• Are experienced in analysing data to identify actionable insight to improve our customers' experience

• Have advanced IT skills; Microsoft Excel and PowerPoint is essential

• Power BI and/or SQL / Python experience are highly desired, but are not essential

• A relevant qualification would be advantageous, but we would also be happy to consider candidates who don't have a qualification, but have relevant experience

• Demonstrate leadership behaviours required to manage a team (previous experience managing / coordinating people is advantageous)

• Can demonstrate excellent organisational skills with strong attention to detail

• Are an excellent communicator, with strong collaboration and negotiation skills

• Have a track record of forming trusted relationships with business stakeholders

• Can multi-task and work with multiple priorities at pace, delivering results within tight timescales

• Are self-motivated with the ability to work under pressure and using own initiative

• Enjoy being part of a hard-working team, sharing the same end goal, and celebrating results together

About Greggs

Here at Greggs, we love what we do, and we have fun! What makes Greggs so special is our culture – the way we are, the way we behave and the way we support each other. We're hard-working, but above all else we're family; and it doesn't matter who you are, where you're from or what your favourite bake is, we’d love you to join us! We want everyone to feel welcome at Greggs and our colleagues to be able to be themselves at work, whatever their background, preferences, or views. We'll make sure you have the skills and knowledge you need to have a great career with us.