Real-Time Customer Service Analyst

Foresters Financial UK; Bromley; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Salary up to £35,000

Discretionary annual bonus

25 days leave plus bank holidays

Life assurance

Pension scheme

Volunteer day

Wellbeing programme

Job summary

Foresters Financial UK is seeking a Customer Service Analyst to support the Service Excellence Manager in real-time performance monitoring across the customer service function. The role ensures resources are deployed effectively to meet demand and service targets, acting as the bridge between operational teams and Workforce Planning.

The candidate will provide live insights, identify risks, and recommend intraday actions to maintain performance, productivity and customer experience, while

Qualifications

• Experience working in a contact centre or call centre environment is essential.
• Strong analytical and problem-solving skills.
• Excellent attention to detail.
• Ability to interpret data and make informed recommendations quickly.
• Strong communication and stakeholder management skills.
• Ability to work effectively under pressure and manage competing priorities.

Responsibilities

• Real-Time Monitoring: track service levels, queues, occupancy and productivity daily.
• Resource Management: oversee intraday staffing across channels and plan contingencies.
• Performance Analysis: provide live and end-of-day reporting and identify root causes of variances.
• Stakeholder Support: collaborate with Team Leaders to improve adherence and resource use; communicate insights clearly.
• Support forecasting and scheduling with operational feedback and planning meetings.

Skills

Analytical thinking

Problem solving

Communication

Stakeholder management

Pressure handling

Job description

Foresters Financial UK is seeking a Customer Service Analyst to support the Service Excellence Manager in real-time performance monitoring across the customer service function. The role ensures resources are deployed effectively to meet demand and service targets, acting as the bridge between operational teams and Workforce Planning.

The candidate will provide live insights, identify risks, and recommend intraday actions to maintain performance, productivity and customer experience, while