At a Glance
- Tasks: Support customer engagement and improve platform adoption while managing ongoing relationships.
- Company: Join HMRC, a diverse and inclusive workplace committed to your growth.
- Benefits: Enjoy flexible working, generous leave, and a strong pension scheme.
- Other info: Dynamic team environment with opportunities for personal and professional development.
- Why this job: Make a real impact by enhancing customer experiences and driving service improvements.
- Qualifications: Strong analytical skills and effective communication are essential.
The predicted salary is between 37682 - 37682 £ per year.
About the job
Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it's really like to work at HMRC.
HMRC Chief Digital & Information Office (CDIO) delivers in-house solutions for projects and programmes that deal with a broad range of business, technical and operational issues. Our offices are hi-tech, state-of-the-art facilities that allow our teams to maximise their capabilities. We are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve. We want to maximise the potential of everyone who chooses to work for us, and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you. Diverse perspectives and experiences are critical to our success, and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.
About Our Team
Enterprise Integration Services (EIS) sits at the core of HMRC's Chief Digital and Information Officer (CDIO) group, delivering critical integration and middleware services that process over a billion transactions annually and connect hundreds of HMRC systems. EIS provides Application Programming Interface (API) platforms, and support to enable external developers and government partners to build secure, authorised integrations with HMRC digital services. Operating with modern open-source technologies and Agile practices, EIS delivers flexible and scalable integration solutions. Within this, the EIS Operational Excellence team strengthens governance, delivery discipline, and operational effectiveness. The team provides commercial, financial, supplier, and process management to ensure services are delivered reliably at scale, in line with control, data, and assurance requirements, enabling sustainable, high-volume service delivery.
Job description
The Customer Success Analyst helps stakeholders get the most from the platform by supporting engagement activities, improving adoption, and providing both proactive and reactive customer support. The role manages ongoing customer relationships, gathers feedback to drive continuous improvement, and helps turn customer insights into service enhancements. It also supports cost transparency by helping monitor platform spend and ensuring accurate recharge of platform costs to projects.
Person specification
- Contribute to cost transparency by supporting the monitoring of platform spend and ensuring the accurate recharge of platform costs to projects.
- Coordinate and support the full end to end EIS Purchase Order process to ensure accuracy and compliance.
- Act as the point of contact for business areas, suppliers and platform owners, for customer and operational excellence queries.
- Able to manage escalation routes as appropriate.
- Support customer readiness activities and the rollout of new platform features via accurate comms and SharePoint updates.
- Promote and track customer utilisation of platform features.
- Capture customer feedback and identify common trends to drive improvements.
- Produce and maintain reports to highlight usage, service trends, and improvement opportunities.
- Engage with stakeholders across departments to ensure alignment and effective knowledge sharing.
Essential Criteria
- Strong analytical skills with the ability to interpret customer trends and feedback.
- Provide Governance and assurance reporting for EIS.
- Effective communicator able to engage and challenge stakeholders at all levels.
- Ability to manage competing priorities and maintain attention to detail.
- Strong Excel, Power Bi and Jira.
Desirable Criteria
- Experience working within a digital, technology, or platform service environment.
- Experience of working in a fast-paced environment.
- Experience with performance reporting.
Benefits
Alongside your salary of 37,682, HM Revenue and Customs contributes 10,916 towards you being a member of the Civil Service Defined Benefit Pension scheme. HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs. We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days. Pension - We make contributions to our colleagues' Alpha pension equal to at least 28.97% of their salary. Family friendly policies. Personal support. Coaching and development.
Customer Success Analyst - Bristol employer: HMRC
HMRC is an exceptional employer that prioritises employee growth and inclusivity, offering a supportive work environment in its state-of-the-art Bristol office. With flexible working arrangements, generous leave allowances, and a commitment to professional development, HMRC empowers its employees to thrive while contributing to meaningful public service. Join a diverse team where your insights drive continuous improvement and innovation in customer success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Analyst - Bristol
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at HMRC. 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 HMRC 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 Customer Success Analyst - Bristol
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 HMRC:Your cover letter is your chance to shine! Tell us why you want to work at HMRC 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 HMRC!
How to prepare for a job interview at HMRC
✨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.
