At a Glance
- Tasks: Monitor service performance and drive improvements in outsourced operations.
- Company: Join a diverse and inclusive company focused on customer outcomes.
- Benefits: Enjoy 38 days annual leave, private healthcare, and a generous pension scheme.
- Other info: Flexible working arrangements available to support your work-life balance.
- Why this job: Make a real impact by enhancing service delivery and customer satisfaction.
- Qualifications: Experience in operations management and strong analytical skills required.
The predicted salary is between 30000 - 40000 £ per year.
This colleague-level 12-month Fixed Term Contract role sits within the Service & Customer Outcomes Oversight pillar and focuses on service performance and operational effectiveness of outsourced front and back office activities. Flexible working arrangements and workplace accommodations are available to support effective delivery.
Key Work Level Accountabilities
- Monitor and challenge outsourced service performance against SLAs, KPIs and operational standards
- Provide timely insight on backlogs, aged cases and service risks, and drive action through escalation routes
- Support oversight of operational risk topics relevant to service delivery
- Maintain audit-ready evidence of oversight activity and service challenge
Key Responsibilities
- Review MI including SLA adherence, throughput and aged backlog analysis
- Identify recurring service issues and trends; propose deep dives where needed
- Challenge MI accuracy and completeness with the BPO provider
- Support oversight of operational risk topics linked to service delivery (e.g. suspicious transaction monitoring/AML process oversight inputs where relevant)
- Support operational control testing oversight inputs from a service perspective
- Escalate material service-related risks and control concerns
- Track corrective actions and remediation plans for service failures
- Support identification of root causes and improvement opportunities
- Support governance packs and action logs
- Maintain focus on customer impact of service performance (delays, backlogs, quality) and elevate risks of customer harm
- Support delivery of good customer outcomes through timely challenge of service issues
- Maintain documented MI reviews, challenge notes and escalation records
- Maintain action logs with clear owners and due dates
- Maintain evidence supporting service performance decisions and prioritisation
Key Knowledge, Skills & Experience
- Experience in operations/service management and strong MI analysis capability.
- Confident in challenging third-party providers and identifying service risks.
- Understanding of customer operations and SLA-based environments preferred.
Benefits
- 18% pension scheme (13% employer contribution and 5% employee contribution)
- Share Save and Share Incentive Plan
- Financial wellbeing and support services
- 38 days annual leave (including bank holidays) with an option to purchase up to five extra days and additional flexibility through the Time Off When You Need It policy
- Inspiring Families policy with comprehensive support and paid parental leave (maternity, adoption, surrogacy and paternity)
- Private healthcare, critical illness cover and life assurance (family options available)
Additional Information
M&G values diversity and inclusiveness and welcomes applicants from all backgrounds, including those returning from military service or career breaks. All qualified candidates will be treated fairly and with respect in accordance with applicable laws.
Service Oversight Analyst - 12mth FTC in Bath employer: PVH (Tommy Hilfiger/Calvin Klein)
Intapp is an exceptional employer, offering a dynamic work environment that fosters innovation and collaboration within the accounting and consulting sectors across EMEA. With a strong commitment to employee growth, Intapp provides ample opportunities for professional development and leadership coaching, ensuring that team members thrive in their careers while contributing to the company's strategic vision. The culture is built on accountability and high performance, making it an ideal place for those looking to make a significant impact in a rapidly evolving industry.
Contact Details:
PVH (Tommy Hilfiger/Calvin Klein) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Oversight Analyst - 12mth FTC in Bath
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like PVH (Tommy Hilfiger/Calvin Klein).
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like PVH (Tommy Hilfiger/Calvin Klein). The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Service Oversight Analyst - 12mth FTC in Bath
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to PVH (Tommy Hilfiger/Calvin Klein).
How to prepare for a job interview at PVH (Tommy Hilfiger/Calvin Klein)
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in PVH (Tommy Hilfiger/Calvin Klein)'s industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services PVH (Tommy Hilfiger/Calvin Klein) offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
