operations analyst Douglas, Scotland
Job description
Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive.
This role is based in the Isle of Man and as such all normal working days must be carried out in the Isle of Man.
Join us as a Customer Service & Operations Analyst
- This is an opportunity to make a positive impact to our customers and colleagues, as you deliver successful customer and business outcomes
- You’ll be actively participating in initiatives to improve customer service, processes and procedures
- You’ll hone your existing analytical skills and be well positioned to advance your career in this fast-paced role
- If you don’t currently live on the Isle of Man, you’ll need to specifically state in your CV that you have the right to live and work here to be considered for this role
What you'll do
You’ll be supporting customers over the phone and going the extra mile to serve their needs and deliver good customer outcomes. You'll soon develop a good understanding of their needs and the actions we can take to fulfil them, allowing you to support your colleagues to understand our processes, policies and procedures and suggest improvements and efficiencies
You’ll also be:
- Identifying barriers to performance and coordinating improvements to enhance our efficiency
- Working closely with operational centres, providing coaching and support to increase efficiency and knowledge
- Keeping accurate records of day to day operations, logging incidents and identifying trends
- Reviewing manual or ineffective processes which could be automated or enhanced
- Maintaining a focus on improving our customer service and experiences
The skills you'll need
To be successful in this role, you’ll need to have excellent planning and organisational skills, along with good attention to detail. You’ll perform well under pressure and be confident in your ability to manage multiple tasks while maintaining high levels of accuracy throughout.
You’ll also need:
- Experience of analysing and using performance data
- The ability to convey information in a simple and understandable way
- An understanding of contact centre operations and performance metrics
- Microsoft Office skills, including PowerPoint, Excel and Word
