Customer Service and Operations Analyst (12 months)

www.findapprenticeship.service.gov.uk - Jobboard; Bristol; On-site; GBP 25,000 - 30,000; Full time

Job summary

A public service organization based in Bristol is seeking a Customer Service & Operations Analyst to enhance customer service and operational efficiency. The role requires on-site presence and involves handling customer queries, supporting operational processes, and maintaining accurate records. Strong organizational and communication skills are essential, along with proficiency in Microsoft Office. This position will last for 12 months, and applicants must be prepared for an office-first work environment.

Qualifications

• Excellent planning and organisational skills.
• Good attention to detail.
• Ability to perform well under pressure.

Responsibilities

• Provide support to customers and colleagues in contact centres.
• Investigate queries and suggest improvements.
• Keep accurate records of day-to-day operations.

Skills

Planning and organisational skills

Attention to detail

Communication

Understanding of contact centre operations

Microsoft Office skills

Tools

Microsoft Excel

Microsoft PowerPoint

Microsoft Word

Job description

Join us as a Customer Service & Operations Analyst

• This is an opportunity to make a positive impact to our customers and colleagues, as you deliver successful customer and business outcomes
• You’ll be actively participating in initiatives to improve customer service, processes and procedures
• This is an office first job, so you'll be on site at our Bristol office 5 days a week
• This role does not meet Skilled Worker sponsorship requirements
• We’re offering this role for a period of 12 months

What you'll do

In this key role, you’ll be providing crucial support to customers and colleagues in our contact centres. You’ll be responding to and investigating queries, providing support on business processes, policies and procedures and developing an understanding of customer and business needs in order to suggest improvements and increase efficiency

You’ll also be:

• Identifying barriers to performance and coordinating improvements to enhance our efficiency
• Working closely with operational centres, providing coaching and support to increase efficiency and knowledge
• Keeping accurate records of day-to-day operations, logging incidents and identifying trends, to include scanning daily post which is essential to this role
• Reviewing manual or ineffective processes which could be automated or enhanced
• Maintaining a focus on improving our customer service and experiences

The skills you'll need

To be successful in this role, you’ll need to have excellent planning and organisational skills, along with good attention to detail. You’ll perform well under pressure, and be confident in your ability to manage multiple tasks while maintaining high levels of accuracy throughout

You’ll also need:

• To communicate information clearly and concisely
• An understanding of contact centre operations and performance metrics
• Microsoft Office skills, including PowerPoint, Excel and Word