Service Analyst - CLS

Co-op; Manchester; Hybrid; GBP 35,000 - 38,000; Full time

Job summary

A leading retail cooperative in Manchester seeks a Service Analyst to engage with colleagues and improve operational requirements. The role requires strong customer service focus, problem solving, and IT knowledge. The successful candidate will work in a hybrid setting and be responsible for performance efficiency and providing technical support. Competitive salary and benefits included.

Benefits

Private healthcare

Coaching and training

Pension with 10% employer contributions

Annual incentive scheme

28 days holiday (rising to 32 in line with service)

Discounts on Co-op products

Qualifications

• Some experience in an IT, cloud technology, or digital team.
• Strong customer focus and communication skills.
• Good service management knowledge.
• Excellent problem solving and analytical abilities.
• Positive attitude with a desire to succeed.

Responsibilities

• Engage with colleagues to understand operational requirements.
• Attend change governance forums.
• Take accountability for an issue until resolved.
• Contribute to performance efficiency.
• Provide 24/7 on-call technical support.

Skills

IT knowledge

Customer service

Service management

Problem solving

Analytical abilities

Agile experience

Job description

Overview

Service Analyst - CLS
£35,000 – £38,000 plus excellent benefits (Work Level 6A)
Manchester city centre
We’re now working in a hybrid way, with colleagues dividing their time between home/remote working and the office. You can find out more about our hybrid working policy at colleagues.coop.co.uk/hybrid-working-policy

What you’ll do

• engage with the Co-op Legal Services colleagues to understand and optimise operational requirements through quality service management
• attend stand-ups to make sure incidents and problems are being progressed
• attend change governance forums to help enable change but also protect service for Legal Services colleagues
• take accountability for an issue that has been found until it has been mitigated or resolved
• seek out opportunities for performance efficiency and cost optimisation
• contribute to continuous service improvement activities
• contribute towards a collaborative team environment that fosters creativity, innovation, and great performance
• provide 24/7 on call technical support (as part of a sensible rota with other service analysts as required)

This role would suit people who have

• some experience in an IT, cloud technology, or digital team
• strong customer focus and communication skills, with a background in customer service
• good service management knowledge with the desire to create or amend existing service processes, suggest tool changes, and improve our ways of working from abstract thoughts and ideas
• excellent problem solving and analytical abilities
• a positive attitude with a desire to succeed and work in a fast-paced complex environment
• the ability to work independently and as part of a team to manage multiple tasks and competing priorities, ideally having worked in an agile environment
• ITIL or VeriSM certifications would be ideal, however these aren’t essential

Why Co-op?

Here you’ll do work that matters. We’re a commercial organisation with a purpose beyond profit, you’ll have an opportunity to help us build a stronger Co-op and stronger communities. You’ll also get a package that includes:

• competitive salary
• private healthcare
• coaching, training and support to help you develop
• pension with up to 10% employer contributions
• annual incentive scheme
• 28 days holiday (rising to 32 in line with service)
• discounts on Co-op products and services

Building an inclusive work environment

We’re actively building diverse teams and we welcome applications from everyone. We want to build inclusive work environments, where our colleagues have equal opportunities to reach their full potential. We celebrate our differences, and recognise the importance of our teams reflecting the communities they serve.

If you have a disability, we can make reasonable adjustments to our recruitment process according to your needs. We\'re also part of the Disability Confident scheme, meaning we\'ll always offer an interview to disabled candidates who apply through the scheme if they meet the minimum criteria for a job.

We\'ll ask whether you’d like to be considered under the Disability Confident scheme when you apply.

If we invite you to take part in the recruitment process for any of our jobs, we’ll ask you if you need any reasonable adjustments to enable you to participate.

You can find out more about our recruitment process at jobs.coop.co.uk/apply-process
Please be aware that we may close applications for this role early