Customer Service Data Analyst

  • Ref:3159
  • Date Published:2017-09-12
  • Consultant:Simon Goymer
  • Type:Contract
  • Category:Customer Services
  • Location:South London
  • Salary:circa £150 per day

Leading luxury fashion retailer requires a Data Analyst who will be responsible for executing business process improvement initiatives throughout Customer Care operations. You will work to improve contact centre processes, optimise the workflows of staff and drive enhancements to the customer experience.

Key responsibilities:

Support the Customer Care team by managing multiple projects in a demanding and rapidly changing environment

Initiate and drive process and technology enhancements to improve the customer experience

Manage all key aspects of new Customer Care product and service launches

Continually review the customer journey to ensure that the customer experience is optimised to provide an exceptional service

Coordinate the requirements of the Customer Care Leadership team and prioritise initiatives based on urgency, impact and available resource

Be the first point of call for dealing with system outages in Customer Care; coordinate with the wider business for a speedy resolution; detail impact of outage and proactively look for ways to avoid future issues

Build relationships with the technology teams across the business to help prioritise the Customer Care requests on their roadmap

Map existing processes and suggest improvements; build a documented library of all processes currently in use by customer care; find ways to measure adherence to these processes by consultants - use that data to determine inefficient processes or if training is required

Report on results from project implementations and present back to the wider Customer Care team

Skills and experience:

Previous experience within a contact centre preferred, knowledge of Salesforce (or equivalent CRM system) a bonus

At least one year of working in a project management role

Good knowledge of process mapping and process mapping tools (Visio, etc)

Excellent interpersonal and communication skills

High level of numeracy and analytical capabilities

Advanced user of Microsoft Excel

Ability to explain complex information in ways that non-technical people can understand

Flexible attitude and positive approach to change