Service Improvement Analyst

Whereby; Sheffield; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Development fund

Bi-weekly coaching

25 days holiday

Parental leave

Job summary

Goodlord is seeking an analytical Service Improvement Analyst to drive ongoing improvements in our support function from our Sheffield base. You will own the data behind our operations, analyze workflows, and design scalable, tech-forward solutions to elevate the customer experience.

In this hybrid role, you will leverage large data sets, Excel/Google Sheets dashboards, and cross-functional collaboration to implement changes that balance efficiency with excellent CX.

Qualifications

• Experience working with large volumes of data and turning insights into improvements.
• Experience in an operations or data analytics role with strong Excel/Google Sheets and dashboard-building skills.
• Problem-solving mindset with a track record of identifying bottlenecks, improving processes and enhancing customer experience.
• Strong ability to build relationships and influence stakeholders from concept to delivery.

Responsibilities

• Own the data behind the support operation and use insights to identify opportunities for improvement.
• Analyze team workflows to identify bottlenecks, improve efficiency and resource utilization.
• Translate data and customer insights into practical process improvements balancing efficiency, cost and CX.
• Explore and implement AI, automation and new technology to support smarter ways of working and influence adoption.

Skills

Data analysis

Excel & Google Sheets

Dashboard development

Problem solving

Stakeholder collaboration

SQL querying

Tools

SQL Databases

Job description

Location - this role is based in our Sheffield office 2 days per week with the remaining 3 days working remotely

We are looking for a highly analytical and pragmatic Service Improvement Analyst to drive continuous improvement initiatives across our support function. In this role, you will act as a detective and an architect digging into data to find inefficiencies and design and implement scalable, tech forward solutions to elevate our customer experience.

The Opportunity:

• Own the data behind our support operation, using customer contact trends and insights to identify patterns, opportunities and areas for improvement.

• Analyse how our teams work to identify bottlenecks, improve efficiency and make better use of resources.

• Turn data and customer insight into practical process improvements that balance efficiency and cost savings with a great customer experience.

• Explore and implement AI, automation and new technology to help our support teams work smarter, while influencing stakeholders to bring new ways of working to life.

What we need from you:

• Experience working with large volumes of data, using insights to identify opportunities and drive meaningful improvements.

• Experience in an operations or data analytics role, with strong Excel and Google Sheets skills and confidence building dashboards.

• A problem solving mindset, with experience identifying bottlenecks, improving processes and enhancing the customer experience.

• A natural relationship builder who can take ideas from concept through to delivery and confidently collaborate with and influence stakeholders.

It would also be great if you:

• You have experience querying SQL databases or working with similar data tools.

• You have experience in a customer support or customer facing environment, with an understanding of how to balance operational efficiency with a great customer experience.

Our mission:

• Two in five people in the UK rent their homes. Goodlord's mission? To be the gold standard platform for renting

• We started Goodlord because we wanted to make renting simple and transparent for everyone involved: the agent, the landlord, and the tenant. We knew Generation Rent would lead to more tenants, with higher digital expectations and we were confident we could provide a solution

• Like all scale-ups it’s been a bit of a rollercoaster journey, but we’re now stronger than ever, with around 3,000 letting agents using the platform, exciting and varied products and 350+ Goodlordians across the group supporting the mission!

Why you'll love being a Goodlordian

Aside from the role, the people, our culture and our mission, we have some other things that make Goodlord a pretty awesome place to be. Here’s a few favourites amongst Goodlordians (check out our careers page for more info).

• Grow with Goodlord: your development is important to us, that’s why we are Great Place to Work - certified. Have a goal in mind? Share it with us so we can use some of our annual development fund to support it. We guarantee you’ll learn loads and develop both personally and professionally!

• Your well-being matters: bi-weekly coaching with Sanctus to provide Goodlordians with a safe place to talk and support your mental health

• 25 days holiday (plus UK Bank holidays) plus 1 day per full holiday year up to 32 days: We believe regular breaks are essential for well-being and we encourage (some may say expect!) all Goodlordians to take full advantage of their annual leave entitlement.

• Supporting your family: we offer Goodlordians of all genders a generous 3 months of fully-paid time off to look after their new arrivals

• Our team: we’re an energetic, sociable, and talented bunch who are super passionate about what we do and determined to make a difference. We’re all in it together, we learn from each other, we’re genuine and we don’t have time for politics

What’s next?

Goodlord wants applicants from all backgrounds and walks of life; we are an equal opportunity employer committed to creating an inclusive environment.

Creating a space where everyone feels included is central to who we are. Because we’re an open book and we learn from each other, we actively champion diverse perspectives and unique life experiences. If there is anything you need to participate fully in the interview process, we’d love to hear about that too - please include it in your application.

Please note, as we are regulated by the Financial Conduct Authority, all Goodlordians are required to pass a thorough referencing check via Experian before joining the team. We will only ask for references at the point of making an offer.

No agencies please - we have tried and trusted partners we would turn to should we require support.