About the role

We’re looking for a Service Analyst to join a leading FTSE 250 business that are expanding their Newcastle operation.

In this role you will be working closely with the Senior Manager to deliver effective service management of their outsource partners and relationships, including performance reviews, QA and risk reporting.

You will work with a number of internal business areas and teams as well as working closely with their outsource partner, acting as an escalation point for any process, performance or customer issues.

Hybrid work opportunities are available.

This is as excellent opportunity to build your career with a company that puts a lot of emphasis on training and development.

Applicants with previous call centre team leader experience or data analyst skills would be highly desirable.

Graduates with analyst experience or a relating qualification would also be desirable for this post.

The role:

• Supporting the day-to-day management of the outsource partner and relationships
• Tracking operational performance against the agreed metrics to ensure standards are being met and when required actioning improvement opportunities
• Regularly reviewing customer feedback and MI to improve service standards
• Taking on a shared responsibility of risk, control and continuous service improvements
• Creating reports for monthly performance reviews
• Ensuring you are up to date on any regulatory changes that may impact operational processes

About you:

• Excellent communication skills and the ability to build relationship at all levels
• Strong written communication skills
• A desire to learn and build a career within financial services
• Analytical, confident, self-motivated with excellent attention to detail
• Able to work under pressure, manage your time effectively and work on your own initiative
• Excellent decision making and problem-solving skills
• Excellent communication skills at all levels
• Strong written communication skills
• Strong numeracy and Microsoft Office skills

Our client promotes flexibility around how and where they work so that you can achieve a healthier work-life balance. Emerging from the pandemic, most of the teams are moving towards hybrid working, which offers an even better balance of office and home working. Of course, for them to provide the best service to customers and remain successful, individual business areas will adopt different approaches to how flexibility is implemented, which will be discussed at the interview.

If this sounds like the opportunity you’ve been looking for then send your CV today and a member of the team will be in touch!