At a Glance
- Tasks: Support business analysts to improve customer satisfaction and reduce support cases.
- Company: Join a dynamic team focused on enhancing customer experience and operational efficiency.
- Benefits: Enjoy flexible working options, professional development opportunities, and a collaborative culture.
- Other info: Ideal for those passionate about customer service and process improvement.
- Why this job: Make a real impact by driving improvements and enhancing customer interactions.
- Qualifications: Experience with data analysis tools and strong communication skills are essential.
The predicted salary is between 36000 - 60000 £ per year.
Primary role purpose:
Reporting to the Head of Customer Performance Analysis and Improvement (CPAI) the Analyst will support business analysts and play a significant role in improving CSAT and making our client a low effort business to work with. Acting as the customers representative to flag and drive operational areas for improvement by identifying and removing operational bottlenecks.
This will be achieved through identifying process, application or system improvements from CSAT survey feedback, customer and operational teams feedback and data analytics. Using case trend analysis and data mining of available data to identify initiatives, highlight trends and opportunities to reduce support requests across all of our client's products and services. You will provide regular reporting against initiative identification and there progress against delivery
Key Responsibilities:
- Driving improved customer satisfaction by reducing effort.
- Identifying areas to drive reduction in customer support cases.
- Using statistical data analysis to predict trends for continuous improvement/investigation.
- Using tools and techniques to visualise data in easy-to-understand formats, such as diagrams, graphs & dashboards.
- Preparing and presenting reports for stakeholder reporting.
- Supporting review of business processes to recommend improvements.
- Monitoring data quality and identifying corrupt data.
- Working with stakeholders to capture business requirements to drive change.
- Provide regular status reporting and dashboards against pipeline initiatives.
- Responsible for capturing, maintaining and reporting continuous improvement initiatives
Knowledge and experience
- Experience with ServiceNow, Tableau and Google Cloud Platform tools.
- Excellent analytical and problem-solving skills.
- Data driven storytelling and visualisation skills.
- Understanding of agile ways of working.
- Strong communication skills, verbal and written, with the ability to break down complex topics into simplified outputs.
- Proactive work ethic with positive attitude.
- Experience in using customer service systems
- Business process improvement methodology experience e.g. Six Sigma
- Background in customer support
Desirable Knowledge and Skills:
- Ability to drive and deliver projects
- Previous experience in the Satellite Communication industry.
- Understand of IT infrastructure and communication protocols
- Six Sigma experience and/or qualification (green, yellow etc)
- Previous experience working with a satellite communications company
#J-18808-Ljbffr
Customer Assurance Analyst in London employer: Micro IT Global
Micro IT Global in Oxfordshire is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration within the New Space sector. Employees benefit from comprehensive professional development opportunities, a supportive team environment, and the chance to work on cutting-edge projects that shape the future of space technology. With a hybrid working model, staff enjoy flexibility while being part of a forward-thinking company committed to excellence and growth.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Assurance Analyst in London
✨Tip Number 1
Familiarise yourself with the tools mentioned in the job description, such as ServiceNow, Tableau, and Google Cloud Platform. Having hands-on experience or even completing online tutorials can give you a significant edge during discussions.
✨Tip Number 2
Brush up on your data analysis skills, particularly in statistical methods and data visualisation techniques. Being able to demonstrate your ability to interpret data and present it clearly will be crucial in this role.
✨Tip Number 3
Understand the principles of customer satisfaction and how to measure it effectively. Research common metrics used in CSAT analysis and think about how you can apply these concepts to improve customer experiences.
✨Tip Number 4
Prepare to discuss your experience with process improvement methodologies like Six Sigma. Be ready to share specific examples of how you've identified and implemented improvements in previous roles.
We think you need these skills to ace Customer Assurance Analyst in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience and skills that align with the Customer Assurance Analyst role. Focus on your analytical skills, experience with data visualisation tools like Tableau, and any background in customer support.
Craft a Compelling Cover Letter:In your cover letter, express your enthusiasm for improving customer satisfaction and reducing operational bottlenecks. Use specific examples from your past experiences to demonstrate how you have successfully driven improvements in similar roles.
Showcase Your Analytical Skills:Provide examples of how you've used data analysis to identify trends or improve processes. Mention any experience with statistical analysis or tools like ServiceNow and Google Cloud Platform, as these are key for the role.
Prepare for Potential Questions:Think about how you would approach common challenges in customer assurance. Be ready to discuss your problem-solving methods and how you would use data to drive improvements during an interview.
How to prepare for a job interview at Micro IT Global
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Customer Assurance Analyst. Familiarise yourself with concepts like CSAT, operational bottlenecks, and data analytics. This will help you answer questions confidently and demonstrate your knowledge during the interview.
✨Showcase Your Analytical Skills
Prepare to discuss your experience with data analysis tools such as ServiceNow, Tableau, and Google Cloud Platform. Be ready to provide examples of how you've used these tools to identify trends or improve processes in previous roles.
✨Communicate Clearly
Strong communication skills are essential for this role. Practice breaking down complex topics into simple terms. During the interview, focus on articulating your thoughts clearly and concisely, especially when discussing your analytical findings or process improvements.
✨Demonstrate a Proactive Attitude
Employers value candidates who take initiative. Share examples from your past experiences where you identified issues and took steps to resolve them. Highlight your proactive work ethic and positive attitude, as these traits align well with the company's values.
