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Customer Service Performance Analyst

1 month ago

Leamington Spa, Warwickshire, United Kingdom Calor Gas Limited Full time

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 act as the key support in ensuring our team leaders execute customer service processes seamlessly. 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.

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 experienced Customer Service Performance Analyst who possesses excellent analytical and problem-solving skills, with a strong understanding of fulfilment processes and supply chain. The ideal candidate will have a proactive approach to identifying process improvements and be able to thrive in a fast-paced environment.

What We Offer:

  • 25 days annual leave plus 8 Bank Holidays
  • Holiday Purchase
  • Private Medical Insurance
  • Company pension scheme
  • Life Assurance
  • Staff Discounts on Gas