Customer Service & Operations Analyst ( 9 Months)

About the role

Join us as a Customer Service & Operations Analyst

• This is an opportunity to make a positive impact to our customers and colleagues, as you deliver successful customer and business outcomes
• You’ll be actively participating in initiatives to improve Customer Service, processes and procedures
• You’ll hone your existing analytical skills and be well positioned to advance your career in this fast-paced role
• The position involves a hybrid work arrangement with 2 days in the Bristol office and 3 days at home
• This role is being offered on 9 month secondment basis

What you'll do

In this critical role, you will provide essential support to customers an colleagues by addressing enquiries, supporting business operations and understanding customer needs to enhance efficiency through suggested improvements.

You will handle cash transfers directly with counterparties for ISA’s, Junior IA’s and investment accounts in a fast paced environment. We seek a productive individual to thrive in this high volume fast paced role

You’ll also be:

• Identifying barriers to performance and coordinating improvements to enhance our efficiency
• Working closely with operational centres, providing coaching and support to increase efficiency and knowledge
• Keeping accurate records of day to day operations, logging incidents and identifying trends
• Reviewing manual or ineffective processes which could be automated or enhanced
• Maintaining a focus on improving our Customer Service and experiences

The skills you'll need

To be successful in this role, you’ll need to have excellent planning and organisational skills, along with good attention to detail. You’ll perform well under pressure, and be confident in your ability to manage multiple tasks while maintaining high levels of accuracy throughout

You’ll also need:

• Experience of analysing and using performance data
• The ability to convey information in a simple and understandable way
• An understanding of contact centre operations and performance metrics
• Microsoft Office skills, including PowerPoint, Excel and Word

If you need any adjustments to support your application, such as information in alternative formats or special requirements to access our buildings, or if you’re eligible under the please and we’ll do everything we can to help.