CoE Customer Service Analyst

CoE Customer Service Analyst

Location: Booths Park, Knutsford, WA16 8GS

Salary: £26 - £27k per annum

Start date: ASAP

Reports to: CoE Customer Service Manager

Shift times: 6am - 2:30pm, 2pm - 10:30pm, 10.00pm - 6.30am

Office based, in person

Job Purpose

The Customer Service Analyst is responsible for delivering high-quality customer support, resolving customer enquiries, and ensuring a positive customer experience across all service channels. The role contributes to service excellence by managing customer interactions efficiently, identifying trends and improvement opportunities, and supporting the achievement of operational performance targets.

The post holder will act as a key point of contact for customers, maintaining strong relationships and ensuring customer issues are resolved in a timely and professional manner.

Key Responsibilities

Customer Service Delivery

• Respond to customer enquiries through agreed communication channels, including telephone, email, web portals, and other digital platforms.
• Diagnose, investigate, and resolve customer issues within agreed service levels.
• Provide accurate information, guidance, and support to customers.
• Escalate complex issues to appropriate teams where necessary.
• Maintain ownership of customer cases through to resolution.
• Work within agreed shift patterns to provide 24 x 7 x 365 coverage.

Case Management

• Log, monitor, and update customer requests and incidents within our service management system.
• Ensure all records are complete, accurate, and maintained in accordance with organisational standards.
• Track open cases and proactively follow up to ensure timely resolution.
• Identify recurring issues and raise improvement opportunities.

Customer Experience

• Deliver an excellent customer experience during all interactions.
• Build positive working relationships with customers and stakeholders.
• Gather and act upon customer feedback where appropriate.
• Support customer satisfaction initiatives and improvement programmes.

Service Performance and Improvement

• Monitor personal performance against service targets and key performance indicators (KPIs).
• Produce or contribute to service reports and trend analysis.
• Identify opportunities to improve service efficiency and customer outcomes.
• Participate in continuous improvement activities and service reviews.

Collaboration and Teamwork

• Work collaboratively with colleagues across operational and support teams.
• Share knowledge, best practice, and lessons learned.
• Support the onboarding and development of new team members where required.
• Contribute positively to team objectives and organisational goals.

Compliance and Governance

• Adhere to organisational policies, procedures, and regulatory requirements.
• Ensure customer information is handled securely and confidentially.
• Maintain accurate documentation and audit trails.
• Support compliance, quality, and governance activities.

Key Performance Indicators

• Customer Satisfaction Score (CSAT)
• First Contact Resolution Rate
• Service Level Agreement (SLA) achievement
• Quality assurance scores
• Case handling accuracy
• Productivity and workload management measures
• Customer complaint reduction targets

Knowledge and Skills

Essential

• Strong customer service and communication skills.
• Ability to investigate and resolve customer issues effectively.
• Strong organisational and time management skills.
• Ability to prioritise workload and manage competing demands.
• Attention to detail and commitment to quality.
• Good analytical and problem-solving skills.

Desirable

• Experience within a shared services contact centre, or operational support environment.
• Knowledge of IT service management principles.
• Experience of reporting and data analysis.
• Understanding of continuous improvement methodologies.

• Experience using customer service or service management systems.

Behaviours and Competencies

• Customer Focus
• Accountability
• Collaboration
• Communication
• Problem Solving
• Continuous Improvement
• Professionalism
• Adaptability
• Attention to Detail
• Results Orientation

Decision Making

The Customer Service Analyst is expected to:

• Resolve routine customer issues independently within agreed procedures.
• Prioritise workload to meet service demands.
• Escalate issues that fall outside delegated authority.
• Recommend improvements to customer service processes and procedures.

Role Dimensions

• Manages customer enquiries and service requests.
• Supports delivery of departmental service targets.
• Contributes to customer satisfaction and operational performance.
• Provides insight into service trends and improvement opportunities.

Equality, Diversity and Inclusion

The post holder will actively support and promote equality, diversity, inclusion, and wellbeing, ensuring all customers and colleagues are treated with dignity, fairness, and respect.

Other Duties

The post holder may be required to undertake other reasonable duties commensurate with the grade and responsibilities of the role.

Benefits:

On site Free GYM membership

BUPA healthcare

Health Assured app

28 days holiday (excluding Bank Holidays)

Fabulous working location

Free onsite parking