At a Glance
- Tasks: Monitor customer service performance and ensure resources meet demand effectively.
- Company: Join Foresters Financial, a purpose-driven organisation with a collaborative culture.
- Benefits: Competitive salary, bonus potential, generous leave, and health programmes.
- Other info: Inclusive workplace with opportunities for personal and professional growth.
- Why this job: Make a real impact on customer experience while developing your analytical skills.
- Qualifications: Experience in a contact centre, strong analytical and communication skills required.
The predicted salary is between 35000 - 35000 £ per year.
The Service Excellence Analyst is a key member of our customer service team.
This role is responsible for supporting the Service Excellence Manager in monitoring operational performance across the Customer Service function in real time, ensuring resources are deployed effectively to meet customer demand and service level targets.
You will act as the link between operational teams and Workforce Planning, providing live insight, identifying emerging risks, and recommending immediate actions to maintain service performance, productivity and customer experience.
What We’re Looking For
The role will include
- Real-Time Monitoring
- Monitoring service levels, call queues, occupancy, adherence and productivity throughout the day.
- Identifying risks to service performance and proactively elevate issues to operational leaders.
- Analysing fluctuations in demand and resource availability.
- Recommending and implementing intraday adjustments to maintain service standards.
- Resource Management
- Managing intraday staffing requirements across multiple customer service channels.
- Monitoring shrinkage, absence, meetings, training and offline activities.
- Ensuring the right resources are available at the right time to meet customer demand.
- Supporting contingency planning during peak volumes or operational disruption.
- Performance Analysis
- Providing live and end-of-day performance reporting.
- Investigating the root causes of service level variances.
- Producing insights on trends, risks and opportunities.
- Supporting forecasting and scheduling teams with operational feedback.
- Stakeholder Support
- Partnering with Team Leaders and Managers to improve adherence and resource utilisation.
- Communicating operational performance clearly and confidently.
- Providing recommendations to optimise customer outcomes and colleague productivity.
- Participating in daily operational reviews and planning meetings.
- Knowledge, Skills and Experience
- Experience working within a contact centre or call centre customer service environment is essential.
- Strong analytical and problem-solving skills.
- Excellent attention to detail.
- Ability to interpret data and make informed recommendations quickly.
- Strong communication and stakeholder management skills.
- Ability to work effectively under pressure and manage competing priorities.
What We Offer
- Basic salary up to £35,000 per annum
- Discretionary annual bonus, based on individual and company performance (subject to eligibility)
- 25 days’ annual leave plus bank holidays
- Life assurance (based on pensionable earnings)
- Generous contributory pension scheme
- One day of paid leave each year for charitable or community work
- Workplace health and wellbeing programme
Foresters Financial is committed to fostering an inclusive workplace where everyone is treated with dignity and respect.
The role holder is expected to support these principles in their day-to-day work and interactions.
About us
Foresters Financial is not your typical financial services provider.
Those who join our purpose-driven organisation enjoy a culture of collaboration, creativity, and mutual respect and are challenged to do their best to make a difference every day.
We help everyday families achieve their financial goals and make a lasting difference in their lives and communities.
What we do
We help everyday families achieve their financial goals and make a lasting difference in their lives and communities.
We will continue to do this by employing enthusiastic and talented Financial Advisers working across the country and equally talented people to be based at our Head Office in Bromley.
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Service Excellence Analyst in Bromley employer: Foresters Financial UK
At Foresters Financial, we pride ourselves on being an exceptional employer that fosters a culture of collaboration, creativity, and mutual respect. As a Network & Infrastructure Security Engineer based in Bromley, you'll not only have the opportunity to work with cutting-edge technology but also be part of a purpose-driven organisation that values your contributions and encourages professional growth. Join us to make a meaningful impact while enjoying a supportive work environment that prioritises both personal and team success.
StudySmarter Expert Advice🤫
We think this is how you could land Service Excellence Analyst in Bromley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Foresters Financial UK. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Foresters Financial UK before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Excellence Analyst in Bromley
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Foresters Financial UK:Your cover letter is your chance to shine! Tell us why you want to work at Foresters Financial UK specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Foresters Financial UK!
How to prepare for a job interview at Foresters Financial UK
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
