Data Analyst - Customer Service in Cheltenham

The Data Analyst - Customer Service is responsible for delivery of the data and insight to the activities of all the operational teams within Customer Service Operations. The insights will enable the leadership team to understand the gaps in our service standards and drive us towards service excellence. As part of the Service Transformation and Optimisation team, your outputs will help define the initiatives to elevate the standards of service across all the operational teams.

You will work closely with other specialists to understand customer service delivery issues and provide the wider team with the insights required to enable process enhancements that focus on customer-first outcomes. You are a key stakeholder in enabling transformation of service delivery so that the best standards are met for our customers and a seamless service journey becomes the norm. You will be required to work closely with the wider team to ensure a joined-up approach to Service Excellence is delivered. Wide stakeholder engagement will be required across all areas of Service Operations to enable delivery of requirements to meet each stakeholder's needs.

Core duties include:

• Daily, weekly, and monthly data production and associated insights that help the business understand the overall performance of the Service Operations.
• Turning business questions into clear analytical objectives and hypotheses, understanding the data requirements needed to solve the problem.
• Providing detailed reports and analysis to enable the efficient running of service operations and assist in the scoping of transformation and optimisation initiatives to meet the criteria of service excellence.
• Sourcing the correct data sets that are clean and validated to enable reliable analysis.
• Performing exploratory and deep dive analysis that identifies trends, patterns, outliers, and differences.
• Conducting root cause analysis for all service issues that have validated data sets.
• Translating insights into clear and actionable recommendations that enable the service operation to implement changes as required.
• Owning the production of the department statistics and dashboards and adapting them as and when required to meet business needs.
• Producing and validating bonus reporting for all service operations schemes.
• Being the resident expert in reporting for all relevant platforms that include the current CRM and telephony platforms.
• Being a Power BI super user for Customer Service Operations with the ability to design new and update existing reports.
• Owning the aged debt report and working with the relevant stakeholders to analyse opportunities to reduce to the lowest possible levels.
• Analysing data and extracting key information and presenting it in a useful format for the intended audience.
• Approaching the unknown with curiosity and being confident to challenge the status quo.
• Being customer-focused with an understanding of service and the drivers of customer satisfaction.
• Proven ability to manage priorities independently, owning end-to-end delivery of analytical outputs with a consistent focus on detail, accuracy, and quality.

Minimum of two years' experience as an analyst in a service environment. Ability to utilise all software required including making the best use of Copilot to speed up the process of analysis. Super user ability in Microsoft Power BI to develop new and maintain existing reports. Basic commercial acumen with understanding of cost drivers and potential impacts across the wider service function.

Salary £40-£42K (subject to skills and experience) + fantastic benefits including company bonuses, healthcare plan, and generous pension scheme.

We empower each associate to #BecomeMoreAtKohler with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation.