Service Excellence Analyst

Service Excellence Analyst

Bromley

Read on to fully understand what this job requires in terms of skills and experience If you are a good match, make an application.
£30,000 per annum
Fixed Term Contract, Full Time (35 hours per week)

The Service Excellence Analyst is a key member of our customer service team. This roleis responsible forsupporting 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 thelink between operational teams and Workforce Planning,providinglive insight,identifyingemerging risks, and recommending immediate actions tomaintainservice performance,productivityand customer experience.

WhatWereLooking For

The role will include:

Real-Time Monitoring

• Monitoringservice levels, call queues, occupancy,adherenceand productivity throughout the day.
• Identifyingrisks to service performance and proactively escalate issues to operational leaders.
• Analysingfluctuations in demand and resource availability.
• Recommendingand implementingintraday adjustments tomaintainservice standards.

Resource Management

• Managingintraday staffing requirements across multiple customer service channels.
• Monitoringshrinkage, absence, meetings,trainingand offline activities.
• Ensuringthe right resources are available at the right time to meet customer demand.
• Supportingcontingency planning during peak volumes or operational disruption.

Performance Analysis

• Providinglive and end-of-day performance reporting.
• Investigatingthe root causes of service level variances.
• Producinginsights on trends,risksand opportunities.
• Supportingforecasting and scheduling teams with operational feedback.

Stakeholder Support

• Partneringwith Team Leaders and Managers to improve adherence and resource utilisation.
• Communicatingoperational performance clearly and confidently.
• Providingrecommendations to optimise customer outcomes and colleague productivity.
• Participatingin daily operational reviews and planning meetings.

Knowledge,Skillsand Experience

• Experience working within a contact centre orcall centrecustomer service environmentis essential.
• Strong analytical and problem-solving skills.
• Excellent attention to detail.
• Ability to interpret data and make informed recommendations quickly.
• Strong communicationand stakeholder management skills.
• StrongMicrosoft Excel skills.
• Ability to work effectively under pressure and manage competing priorities.

What We Offer

• Basic salary up to£35,000per annum
• Discretionary annual bonus, based on individual and company performance (subject to eligibility)
• 25days 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. xwzovoh 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.