Customer Success Analyst

This role will be based on the university campus, with scope for it to be undertaken in a hybrid manner. We are also open to discussing flexible working arrangements. Are you ready to make a meaningful difference that empowers our customers to thrive, leads to increased customer satisfaction, and continuous improvement that aligns with the university’s vision? This is an exciting opportunity to be a part of a new Customer Success Team and take on a key customer-facing role, where you will have an active role in supporting our Customer Success strategy, enabling a culture of customer service excellence across Front Line Services and throughout the wider university. You will focus on handling escalated issues and complaints related to our IT services, with a strong emphasis on improving service levels. You will partner with our customers and represent their needs, and enable a culture of continuous service improvement, to help deliver their goals by improving their accessibility to our IT systems. You will collate data from our Customer Satisfaction Score (CSAT) feedback and analyse for trends that impact our service delivery. Using this data, you will provide guidance across the department to foster service excellence, promote user satisfaction, and drive continuous improvement. You will enjoy working in a customer environment and have previous experience in a customer facing role.  You will also have experience of problem solving and analysing data to reach conclusions and recommendations which contribute adding value for our customers and the university.  What we offer in return 26 days holiday plus 16 Bank Holidays/days that the University is closed by custom (including Christmas) – that’s 42 days a year! Generous pension scheme Health and Wellbeing: Discounted staff membership options at The Edge, our state-of-the-art Campus gym, with a pool, sauna, climbing wall, cycle circuit, and sports halls. Personal Development: Access to courses run by our Organisational Development & Professional Learning team, and self-development courses including languages, Creative Writing, Wellbeing Therapies and much more. Access to on-site childcare, shopping discounts and travel schemes are also available. And much more!   To explore the post further or for any queries you may have, please contact:  Peter Twomey, Head of Front Line Services Email: P.Twomey@leeds.ac.uk  Location: Leeds - Main Campus Faculty/Service: Professional Services School/Institute: IT Section: DDO Category: Technical Support Downloads: Candidate Brief