Customer Service & Operations Analyst, Remediation Operations

Overview

Join us as a Customer Service & Operations Analyst, Remediation Operations

• We’ll look to you to deliver successful outcomes for your customers by investigating queries, completing administration tasks, supporting business processes and procedures, and understanding the needs of our customers and the business
• Working with a supportive and collaborative team, you’ll be speaking to customers directly on the telephone on the back of direct mailings relating to Remediation activity
• You’ll be liaising with customers and businesses to accurately collect information in order to solve their queries and support future strategies
• We re offering this role for a period of 6 months
• This job does not meet Skilled Worker visa sponsorship requirements

Joining a specialist remediation team as a Customer Service & Operations Analyst, you’ll be speaking directly with customers and the business to collect and analyse the required information. You ll be working together to deliver the most successful outcomes for the business and our customers. You ll be responding to queries from customers promptly and tactfully within our SLAs.

Your day-to-day will include:

• Responding to complex customer queries and process, authorise and investigate transactions
• Authorising and investigating all transactions to our KPIs
• Collecting and analysing the required information from the customers and businesses
• Participating in initiatives that help improve our customer service, processes and procedures
• Reviewing processing errors and customer complaints to help identify trends and training needs

We re looking for someone with strong interpersonal skills to listen to our customers, develop relationships with them and maintain an understanding of their needs at all times. In order to excel in this role, you ll have strong customer service abilities along with customer and industry knowledge. You ll also work well in a fast-paced environment and have good organisational skills to deliver to deadlines.

You’ll also demonstrate:

• Knowledge and experience of Remediation
• An awareness of changes in trends, policies and regulations
• An understanding of our industry and its customers
• Experience of managing stakeholder relationships
• A positive approach to flexible working with a minimum requirement of 2 days per week in the Manchester office