Customer Service & Operations Analyst

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 at first point of contact
• 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
• This is a full-time role based in Gibraltar, so you’ll be working 35 hours a week, Monday to Friday, from 10am until 6pm

What you'll do

In this key role, you’ll be promptly responding to, and investigating queries from customers in our contact centres, providing support on business processes, policies, and procedures and developing an understanding of customer and business needs.

You’ll also be:

• Identifying barriers to performance and coordinating improvements to enhance our efficiency
• 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 have great customer service abilities and organisation skills, along with good attention to detail.

You’ll also need:

• Good telephony communication skills
• 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