Customer Care Analyst - Eppng

Undisclosed Company
Epping, Essex
£23000 per annum
01 Dec 2016
15 Dec 2016
Manpower UK
Job Type
Overall Purpose of Post
Reporting directly in to the Group Head of Customer Care, the role is accountable for production of regular data / reporting (Management Information) for the Customer Care department (complaints, welfare, correspondence) including all entities, locations and teams. Ensuring reports are accurate and that key deadlines are achieved. The role is also accountable for completing analysis of key trends for the area and the root cause of complaints, identifying areas which require improvement and recommending actions that will improve operational efficiencies, the customer experience, compliance to regulatory requirements, and meet business / client requirements.
General Requirements
Personal Compliance
To understand the company's mission and vision and to embrace and work to the company's values
To understand the requirements of the Regulators who regulate the company's activities and ensure that these are adhered to personally and by the staff, if applicable, managed by you
To be fully aware of the requirement to treat customers fairly and to deliver both personally and through your team
To ensure compliance with the Financial Conduct Authority - Consumer Credit Sourcebook as it relates to the post holder and how this applies to the fair treatment of customers
To ensure that any incident which may involve a breach of any of the company's policy is reported, investigated to enable corrective action to be taken
To ensure that any incident which may involve a breach of the money laundering rules is notified without delay to the Money Laundering Reporting Officer
To ensure personal data however obtained is properly protected in accordance with the requirements of the Data Protection Act
To ensure as far as reasonably practicable that all employees with whom the individual comes into contact with, especially those directly supervised, are similarly aware of and conform to the personal compliance requirements and values

Personal Attributes
Highly analytical in approach
High levels of accuracy and quality
Statistical and technical expertise
High levels of curiosity and creativity
A team player
Excellent communication and presentation skills
Willingness to learn and educate on all areas of group business
Main responsibilities
Creation / Production of regular reports for area including:
oMonthly complaints data for the Board report
oComplaints & Welfare data for the Advisory Group
oMonthly / quarterly / adhoc client reports (multiple clients)
oDaily, weekly, monthly operational reports, for example, daily outstanding complaints summary
oCustomer Care dashboard
oAgent productivity reports
oAgent quality & competency reports
oComplaints root cause data
oWelfare referral / handling data
oEvidence request reports (multiple business areas)
oQuarterly bordereau insurance reports
oBody Worn Video (BWV) reporting
oAdhoc reporting as instructed / required
Develop processes and reports so that all regular reporting can be delivered in a standardised and highly automated manner and simply distributed to the relevant stakeholders.
Production and review of weekly, monthly and quarterly performance analysis to support the senior management team in the collation of regular reports. This will focus on set key performance indicators.
Develop reporting for area to ensure that management receive appropriate information on the performance of the area together with meaningful and actionable commentary. This should be delivered in an accurate and timely fashion to allow fact based decision making.
Analyse trends and propose improvement strategies for consideration by all relevant internal stakeholders. This will include expected improvement metrics and any associated cost consideration.
Analyse performance plans and strategy plans to deliver SLA and contract performance in line with both the company and client requirements.
Presentation and communication of analysis to internal stakeholders as and when required.
Provide data to ensure that the performance across customer care is delivered as agreed by the Head of Customer Care and the Group Customer Contact and Analytics Director
Work closely with Customer Care Managers & Team Leaders to drive out a collaborative and considered approach to strategy performance improvement.
Support operational managers and service teams in understanding their operational performance through strategy and performance analysis.
Demonstrate a strong performance acumen, understanding key operational and financial drivers to performance, including a focus on cost versus revenue return.
Continually seek improvement and automation in performance reporting and analysis, including the identification of risk and implementation of remedial risk actions (performance and client KPI/SLA)
Continually identify any potential operational efficiencies and improvements to working practices and procedures.
Continually identify, through complaints root cause analysis, potential complaint reduction activities
Prioritise your own work to ensure that the competing demands of the organisation are met

Person specification
Highly numerate
A strong focus and pragmatic approach to problem solving
Highly analytical in approach
High levels of accuracy and quality
Statistical and technical expertise
High levels of curiosity and creativity (innovative)
A team player
Excellent communication and presentation skills
Willingness to learn and educate on all areas of group business
Knowledge and skills: essential
Able to produce accurate and concise reporting and commentary
A detailed understanding of reporting / data
Experience in an analytical role
Exceptional excel and MS office skills
Experience: essential
Over 2 years' experience undertaking performance analysis
Over 2 years' experience within collections, credit, enforcement or similar financial environment