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Customer Experience and Quality Analyst – Hybrid Working – 2 days based in Peterlee, 3 days Working from Home – £26,000 to £30,000 per annum plus benefits.

Who we are:

Everflow is a technology-led utilities company serving SMEs across the UK with environmentally friendly water supply and waste collection services.

Everflow is a market-leader in terms of software innovation and carbon offsetting. Our mission is to ‘make utilities simple’, which is why all our services are designed to save customers time and money, freeing them up to focus on growing their business.

Plus, we are one of Europe’s fastest growing companies according to the Financial Times, having featured on their FT1000 list of Europe’s fastest growing companies for the past two years.

The key to our success is our people and we like to reward everyone for their efforts. We have afternoon drinks on a Friday, free monthly breakfasts and a generous incentive scheme that gives employees a chance to earn rewards.

We are growing rapidly, and we need gifted people, who share our values, to join the team and grow with us!

The position:

We are looking to recruit a Customer Experience and Quality Analyst to join our Customer Experience Team. This is a fantastic opportunity to join a growing business where you will get to expand your knowledge and skills while playing a fundamental part in shaping the experiences of our customers for the better.

What you will be doing:

As the Customer Experience and Quality Analyst you will evaluate our customers experience as they interact with us via call, email and social media platforms. You will track performance and provide actionable data and feedback to call centre managers, team leaders and other members of the customer experience team. You will chair calibration sessions and have a pivotal role to play in call centre quality and training. Key duties are:

• Monitor, evaluate and score inbound and outbound interactions against established quality assurance standards.
• Review and evaluate quality disputes.
• Analyse performance from quality assurance data and identify trends impacting overall performance.
• Share performance data drawn from quality monitoring and review with team to identify potential training/coaching needs.
• Participate in call listening to understand customer needs and expectations.
• Coordinate and facilitate calibration sessions for quality evaluators to ensure a consistent scoring approach across managers.
• Provide actionable data to managers and continuous improvement specialist with the view to reducing contact and improving CSAT scores.
• Ensuring proper application of and compliance with internal and regulatory standards, guidelines and procedures.
• Conduct or lead training sessions as needed.
• Provide accurate and timely reports on a daily/weekly/monthly basis on call quality, compliance, customer wait times and abandon rate.
• Assist in the preparation of call scripts and recordings assuring adherence to internal and external regulatory and compliance functions.
• Have a commercial awareness on the impact quality has on sales and retentions and provide analysis to identify areas to improve.
• Complete voice of the advisor sessions.
• Provide responses to reviews left on external sites relating to the customers experience with Everflow Eg: Google, Trustpilot.
• Create and complete analysis of customer experience data to understand trends.
• Complete quality assurance data analysis and present findings.

What we look for:

To be successful in this position, you will need to demonstrate the following:

• Experience in gathering and working with multiple datasets and highlighting trends and discrepancies as well as making recommendations for improvements.
• The ability to prioritise issues that will have the biggest impact on the business.
• Knowledge of various data analysis methods and an understanding as to when to use them.
• Strong problem solving and analytical skills with excellent attention to detail.
• Experience of using Excel and other Microsoft applications to analyse and present data.
• Excellent presentation and interpersonal skills.
• Effective organisational and time management skills with the ability to work effectively to meet deadlines.
• Keen to problem solve and have a passion for improving the service we deliver to our customers.
• Excellent customer service skills.

The Package:

• £26,000 to £30,000 per annum with regular reviews.
• Upward career development path.
• Hybrid work options once proven and embedded.
• Employee platform offering great discounts online and in the high street.
• 5% Contributory pension.
• Great reward and recognition system.
• Exposure to all parts of a growing business.
• 25 days annual leave plus bank holidays.
• Free parking.

Please note, we are currently based in Wynyard Business Park until the beginning of April, when we will be moving into our new offices in Peterlee.