Real-Time Service Excellence Analyst

Foresters Financial UK; Bromley; On-site; GBP 31,500 - 38,500; Full time

Benefits offered by this job

Discretionary annual bonus

25 days annual leave

Life assurance

Pension scheme

Wellbeing programme

Volunteer day

Job summary

Foresters Financial UK is seeking a Service Excellence Analyst to support the Service Excellence Manager. You’ll monitor real-time performance across the Customer Service function, ensuring resources align with demand and targets.

You will act as a bridge between operations and Workforce Planning to keep service levels high and customers satisfied. In this fast-paced role you will analyse trends, provide live and end-of-day reports, and recommend intraday adjustments.

Qualifications

• Experience working within a contact centre or call centre customer service 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

• Monitor service levels, call queues, occupancy and productivity throughout the day.
• Identify risks to service performance and escalate issues to operational leaders.
• Analyse fluctuations in demand and resource availability.
• Recommend and implement intraday adjustments to maintain service standards.
• Manage intraday staffing requirements across multiple customer service channels.
• Provide live and end-of-day performance reporting.
• Investigate root causes of service level variances and produce insights.

Skills

Analytical skills

Problem solving

Attention to detail

Data interpretation

Communication

Stakeholder management

Prioritisation under pressure

Job description

Foresters Financial UK is seeking a Service Excellence Analyst to support the Service Excellence Manager. You’ll monitor real-time performance across the Customer Service function, ensuring resources align with demand and targets.

You will act as a bridge between operations and Workforce Planning to keep service levels high and customers satisfied. In this fast-paced role you will analyse trends, provide live and end-of-day reports, and recommend intraday adjustments.