Customer Service Performance Analyst

3 weeks ago

Leamington Spa, Warwickshire, United Kingdom Calor Gas Limited Full time
{"title": "Customer Service Performance Analyst", "description": "About the Role

We are seeking a highly skilled Customer Service Performance Analyst to join our team at Calor Gas Limited. As a key member of our customer service operations, you will play a pivotal role in driving efficiency and excellence in our customer service processes.

Working closely with the Fulfilment Performance Manager, you will analyze and interpret data to identify trends and areas for improvement. Your insights and analysis will directly influence the performance of our customer service teams, making a real impact on the experience we deliver to our customers.

Using advanced tools and software, you will transform data into actionable insights that help shape the future of our customer service operations. This is a fantastic opportunity to work at the heart of a dynamic team and contribute to the ongoing success of our business.

Key Responsibilities
  • Update and manage capacity plans with real-time performance data, investigating deviations and proposing solutions to improve accuracy.
  • Collaborate with the Fulfilment Performance Manager to enhance capacity planning and reporting, ensuring operational excellence.
  • Analyze and update demand forecasts to align with supply chain planning, identifying gaps and presenting solutions to meet commercial and financial objectives.
  • Act as a key liaison for queries from operational managers, providing data-driven insights and recommendations to resolve issues.
  • Monitor KPIs and identify trends, working closely with team leaders to implement improvements and drive performance.
  • Support workload management across customer service teams to ensure we meet demand while maintaining service standards.
What We're Looking For

We are looking for a highly skilled and motivated individual with a strong background in data analysis and problem-solving. The ideal candidate will have:

  • Strong data analysis and problem-solving abilities
  • Proficiency with Microsoft Office, especially Excel
  • Excellent communication skills, able to work with all levels of the organization
  • Ability to thrive in a fast-paced environment and meet deadlines
  • A proactive approach to identifying process improvements
What We Offer

We offer a competitive salary and a range of benefits, including:

  • 25 days annual leave plus 8 Bank Holidays
  • Holiday Purchase
  • Private Medical Insurance
  • Company pension scheme
  • Life Assurance
  • Company car/cash allowance
  • Staff Discounts on Gas
", "lang_code": "en"}

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