Senior Customer Service Analyst

1 week ago

Skelmersdale WN QX, United Kingdom Chemist4U Full time

About Chemist4U

Chemist4U is proud to be one of the UK's largest online pharmacies, processing over 200,000 prescriptions a month. Were committed to making healthcare affordable, accessible, and convenient for everyone.

Our purpose : Help everyone feel better, sooner.

The mission : Simplify your medication journey by investing in our people and technology.

Our values : Collaboration
• Integrity
• Positivity
• Growth
• Customer centricity

We simplify processes and medication management by leveraging cutting-edge technology and empowering our team. Whether through seamless online services or expert support, we ensure reliable and hassle-free healthcare so our customers can focus on their well-being.

About the role

We are seeking a Senior Customer Service Analyst to join our team at Chemist4U. In this pivotal role, you will leverage your analytical skills and customer service expertise to enhance our customer experience, drive operational efficiencies, and support our mission of delivering unparalleled service quality. You will collaborate closely with cross-functional teams to identify trends, develop actionable insights, and implement solutions that elevate customer satisfaction.

Key Responsibilities

Analyse customer service data (including tickets and calls) and metrics to identify trends, areas for improvement, and strategic initiatives that enhance customer experience.

Develop and maintain reporting tools and dashboards that monitor key performance indicators (KPIs) related to customer service quality and efficiency.

Collaborate with product and engineering teams to communicate customer feedback and influence product improvements.

Conduct root cause analysis on customer issues and collaborate with internal stakeholders to implement effective solutions.

Develop demand planning models to aid in the day-to-day running on the Customer Service function

About You

Exceptional analytical and problem-solving skills, with the ability to synthesize complex data into clear insights.

Strong communication skills, both verbal and written, with the ability to present findings to diverse audiences.

Proactive and results-oriented mindset, with a passion for improving customer experiences.

Ability to work collaboratively in a remote environment while fostering strong relationships across teams.

Qualifications & Experience

3+ years of experience in customer service or related roles, with a strong focus on data analysis and process improvement.

Proven track record of developing actionable insights from customer data to drive strategic decisions.

Experience with customer relationship management (CRM) software, contact centre tools and data analytics tools (e.g., Looker, Excel, SQL).

Familiarity with customer experience methodologies and frameworks (e.g., Net Promoter Score, Customer Satisfaction Score).

Company Benefits

Working for an NHS-focused business is incredibly rewarding, as youll be making a tangible difference in the lives of patients across the UK and Ireland. We also offer:

Funded gym membership.

Pension scheme.

Funded training.

30 days holiday

Free office drinks and snacks.

Staff discount.

Blue light card membership is available.

Regular social events.

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