Real Time Analyst

Ayvens S.A; Bristol; On-site; GBP 25,000 - 29,000; Full time

Job summary

A leading company in sustainable mobility is seeking a Real Time Analyst for their Bristol office. This office-based role requires managing customer service operations, optimizing performance through analysis, and providing insights to improve the customer journey. Ideal candidates possess strong analytical, organizational, and communication skills, coupled with a drive for customer excellence.

Qualifications

• Strong communication skills both written and verbal.
• Ability to manage stakeholders at different levels.
• Analytically sound with problem-solving capabilities.

Responsibilities

• Support operational performance and manage offline activity.
• Lead decision making with performance insights.
• Conduct trend analysis for continuous improvement.

Skills

Communication

Stakeholder management

Analytical skills

Problem-solving

Organizational skills

Planning

Job description

Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move.

An excellent opportunity to work as a Real Time Analyst in our Bristol office.

This role is office based - 5 days per week.

Overall Purpose of the role

The Customer Service Planning Team are responsible for providing accurate and effective planning support to the Customer Service Leadership team to ensure the delivery of Customer Experience and Commercial performance.

Analyse, monitor and react to real-time staffing levels and customer contacts, to optimise customer journey in line with operational plans

Key Responsibilities

Support the delivery of a balanced operational performance, including managing offline activity across a customer service environment

Optimising performance through shrinkage management and agent skill alignment to ensure operational goals are met

Lead operational decision making with performance insight, including impact to customer journey and supporting recommendations

Influence operational decision making to set weekly & monthly targets. Manage schedules and daily results to deliver agreed targets

Ensure all resourcing updates are included in the daily planning and schedule management

Identify risks of delivering the operational plan and escalate to appropriate stakeholders, with solutions to mitigate impact to customer journey

Conduct & feedback on trend analysis to enhance both operational & planning KPIs supporting continual improvement

Co-ordinate & communicate in-day issue management for technology incidents impacting the customer journey

Assist in the delivery of change work streams which will require strong working relationships and stakeholder management

Required Skills and Experience

Good communication skills, both written and verbal

Stakeholder management both horizontal and vertical

Analytically sound with an ability to problem solve

Driven for Customer Excellence

Strong organisation and planning skills

Ability to work across multiple tasks at once

What we offer:

Salary for an equivalent permanent position between £25,000 and £29,000 dependant on experience

Why Ayvens?

With over 3.4 million vehicles managed across more than 42 countries, we provide full-service leasing, flexible subscription services, fleet management services and multi-mobility solutions to customers of all sizes, including large corporates, SMEs, professionals, and private individuals. By leveraging our unique position to lead the way to net zero and further shape the digital transformation of the industry, we are well-positioned to meet the evolving mobility needs of our clients and provide them with the solutions they need to thrive.

At Ayvens, we believe that our success is driven by our commitment to customer satisfaction. Our team is dedicated to delivering innovative solutions and technology-enabled services that help our customers focus on their everyday business. We’re committed to sustainable mobility and have made it a core part of our strategy. In everything we do, we’re guided by the principles of authenticity, curiosity, commitment and collaboration. We aim to foster an organisation that's diverse in people and ideas, where everyone can thrive and be themselves, no matter who they are.

Join us on this exciting journey as we continue to enable the transformation towards large scale adoption of sustainable mobility and provide our customers with the solutions they need to succeed. Follow our page for the latest updates, news, and insights.

*ALD Automotive | LeasePlan are rebranding to Ayvens across all 42 countries by 2025.