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

The Service Excellence Analyst is a key member of our customer service team. This role is responsible for supporting the Service Excellence Manager in monitoring operational performance across the Customer Service function in real time, ensuring resources are deployed effectively to meet customer demand and service level targets.

You will act as the link between operational teams and Workforce Planning, providing live insight, identifying emerging risks, and recommending immediate actions to maintain service performance, productivity and customer experience.

What We’re Looking For

The role will include:

Real-Time Monitoring

• Monitoring service levels, call queues, occupancy, adherence and productivity throughout the day.
• Identifying risks to service performance and proactively elevate issues to operational leaders.
• Analysing fluctuations in demand and resource availability.
• Recommending and implementing intraday adjustments to maintain service standards.

Resource Management

• Managing intraday staffing requirements across multiple customer service channels.
• Monitoring shrinkage, absence, meetings, training and offline activities.
• Ensuring the right resources are available at the right time to meet customer demand.
• Supporting contingency planning during peak volumes or operational disruption.

Performance Analysis

• Providing live and end-of-day performance reporting.
• Investigating the root causes of service level variances.
• Producing insights on trends, risks and opportunities.
• Supporting forecasting and scheduling teams with operational feedback.

Stakeholder Support

• Partnering with Team Leaders and Managers to improve adherence and resource utilisation.
• Communicating operational performance clearly and confidently.
• Providing recommendations to optimise customer outcomes and colleague productivity.
• Participating in daily operational reviews and planning meetings.

Knowledge, Skills and Experience

• 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.

What We Offer

• Basic salary up to £35,000 per annum
• Discretionary annual bonus, based on individual and company performance (subject to eligibility)
• 25 days’ annual leave plus bank holidays
• Life assurance (based on pensionable earnings)
• Generous contributory pension scheme
• One day of paid leave each year for charitable or community work
• Workplace health and wellbeing programme

Foresters Financial is committed to fostering an inclusive workplace where everyone is treated with dignity and respect. The role holder is expected to support these principles in their day-to-day work and interactions.

About us

Foresters Financial is not your typical financial services provider. Those who join our purpose-driven organisation enjoy a culture of collaboration, creativity, and mutual respect and are challenged to do their best to make a difference every day. We help everyday families achieve their financial goals and make a lasting difference in their lives and communities.

What we do

We help everyday families achieve their financial goals and make a lasting difference in their lives and communities. We will continue to do this by employing enthusiastic and talented Financial Advisers working across the country and equally talented people to be based at our Head Office in Bromley.