Service Desk Analyst

Customer Service Analyst | £26,150 | Nottingham NG8 
Monday to Friday on a rolling shift pattern (between 8:30 AM and 6 PM)
6 AM – 2 PM shift is available post-probation and security clearance
Fantastic benefits & career progression 

Do you have strong IT and Customer Service knowledge and you're seeking a new challenge? We are looking for an exceptional candidate who has strong communication skills and a good solid background in Customer Service.  As a Customer Service Analyst, you will be the primary interface between the business and their customers, ensuring exceptional service delivery. This role is integral to the Customer Support Team, supporting contractual obligations and delivering the highest levels of satisfaction

What we're looking for: 

Proven experience in customer service within a business-to-business or commercial setting
Strong understanding of industry standards and KPIs related to customer experience
Excellent communication skills (written and verbal) and the ability to multitask under pressure
Proficiency in Microsoft Office (Word, Excel)
Familiarity with Freshdesk or ERP systems (e.g., Morse) is desirable but not essential
Security clearance/Enhanced DBS is mandatory and must be obtained as part of the role
Self-motivated, proactive, and a team player
High attention to detail and excellent planning skills
Problem-solving mindset with the ability to work independently and under pressure
Passion for service excellence and continuous improvement
The finer elements of the role include:

Manage the end-to-end customer support experience, adhering to SLAs and KPIs
Utilise and maintain company systems to record and track customer interactions
Follow documented processes and procedures to resolve customer issues effectively
Collaborate with internal and external stakeholders, including logistics, engineers, couriers, and suppliers
Monitor and progress customer orders, ensuring on-time delivery aligned with contractual requirements
Build strong relationships with customers and stakeholders, ensuring a customer-first approach
Complete administrative tasks within agreed timescales and support additional duties as required

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