Real-Time Service Performance Analyst

Foresters Financial; Greater London; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Discretionary annual bonus

25 days’ annual leave

Life assurance

Generous pension scheme

Paid day for charity

Wellbeing programme

Job summary

Foresters Financial in Bromley is seeking a Service Excellence Analyst to support the Service Excellence Manager by monitoring real-time performance across the Customer Service function. You will help ensure resources are deployed effectively to meet demand and service targets, enabling better customer outcomes.

The role focuses on live insight, intraday adjustments, and collaboration with Workforce Planning to maintain service levels, productivity and experience.

Qualifications

• Experience in a contact 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.
• Strong Microsoft Excel skills.
• Ability to work under pressure and manage competing priorities.

Responsibilities

• Monitor operational performance in real time and ensure resources are deployed effectively.
• Act as the link between operational teams and Workforce Planning, providing live insight and identifying risks.
• Provide live and end-of-day performance reporting; investigate variances.
• Support forecasting and scheduling with operational feedback.
• Partner with Team Leaders and Managers to improve adherence and resource utilisation.
• Communicate performance clearly and confidently; participate in daily reviews and planning meetings.

Skills

Analytical skills

Problem-solving

Attention to detail

Data interpretation

Stakeholder management

Excel skills

Communication

Tools

Microsoft Excel

Job description

Foresters Financial in Bromley is seeking a Service Excellence Analyst to support the Service Excellence Manager by monitoring real-time performance across the Customer Service function. You will help ensure resources are deployed effectively to meet demand and service targets, enabling better customer outcomes.

The role focuses on live insight, intraday adjustments, and collaboration with Workforce Planning to maintain service levels, productivity and experience.