European Customer Service Data Analyst

3 weeks ago

Chertsey, United Kingdom Ntrinsic Consulting Full time
Job Description

Start ASAP

Full Time

Salary/Rate: Negotiable depending on experience

Location: 3 days onsite per week, Chertsey Office



We are recruiting for a Data Analyst for a full time role to be based 3 days a week in Chertsey, 2 days remote. The aim of the team is to ensure the best in class Service Experience for European customers .


You will be responsible for the delivery of the regular reports/dashboard for the whole Customer Service operation using critical metrics to explore all existing CS data from customers, repair partners, call centres, digital channels and sharing the trend/results/lessons to the business. You will build data and statistics to help the effective decision making and make improvements in CS journey, including presenting reports to senior stakeholders within the business. You will use your previous experience to develop strategic relationships with all areas of the business and then to assist, collaborate and contribute to the whole teams working.


It is essential that you have worked as a Data Analyst in previous roles and have excellent communication skills.Experience working with and reporting to Senior Stakeholders is a MUST HAVE.


Role and Responsibilities

  • Analyse data to find trends and identify new opportunities for the organisation
  • Improve and automate current code base and owning some specific audience dashboards to support client service management.
  • Build an ‘always on’ view of our partners’ performance across various metrics
  • Build internal & external performance reporting templates
  • Use multiple data sources to analyse, track, interpret and make clear and concise recommendations on partner performance on our platform
  • Create regular performance reporting on CS operation, critical metrics and projects to key collaborators using a variety of BI and presentation tools, including teams across Subsidiaries, EO and HQ
  • Manage a range of analytics requests and be proactive in finding relevant insights to present to partners
  • Develop and manage positive working relationships with colleagues, content partners and other teams within the business
  • Translate business requirements into meaningful set of SQL queries for Ad Hoc analysis and new reporting solutions, and particularly related to CS activities. The overall aim is to use data to demonstrate the value of CS in Europe
  • Explore data to identify trends and anomalies, develop new analytical capabilities/solutions, and find new monetization opportunities
  • Summarise analysis into PowerPoint presentations or formatted Excel reports
  • Leading system and process implementation to improve operational efficiencies


Skills and Qualifications

  • Substantial experience in data analyst/business analyst/ data scientist role
  • Degree or equivalent experience in computer science/engineering or quantitative discipline (Economics, Statistics, Engineering, Physics, Mathematics).
  • High understanding of CS (Customer Service, Customer Satisfaction, Customer Experience)
  • Experience working with Tableau/Power BI and other analytic tools
  • Familiarity of working with large relational databases
  • Proficiency using SQL full time
  • Good communicator with strong written and verbal communication skills
  • Structured and organised
  • Solid attention to detail
  • Personable, passionate and highly motivated
  • Excellent team worker, including with non-technical teams
  • Ability to analyse data and articulate clearly the trends and implications of the data - specifically with CS data correlation from various data sets
  • Excellent presentation skills
  • Handle pressure from daring targets and demanding partners
  • Critical thinker and problem solver


Some of the benefits:

  • Hybrid working
  • Bonus Scheme, 10%
  • Pension contribution
  • 3 x volunteering days each year
  • Holiday - 25 days per annum plus bank holidays and an additional day off for your birthday
  • Access to staff sales discounts
  • Access to discount shopping portal

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