Customer Support and Insight Analyst - 53836

Title: Customer Support and Insight Analyst

Contract Position based at: Here East, Stratford + Remote Working

Rate: £20.84 LTD Co rate / £16.39 PAYE rate

Role - Inside IR35

Position Description:

Work with Global Contact Centre Operations to deliver high quality first line customer support - SPOC for EU customer support hubs to advise of technical issues and solutions and up-coming features.

• Drive issue resolution by tracking issue ownership, current status and escalate internally where appropriate.
• Participate in market hub meetings to cascade issues, track hub performance, and triage issues.
• Liaise with product team to understand technical issues and feedback to hub
• Produce regular bulletins identifying upcoming features, known issues, and guidance on fixes.
• Consolidate metrics from multiple sources to give a monthly view on hub performance
• Coordinate GDPR issues and ensure closure within SLA timing
• Drive customer engagement and app stability improvement actions by:

• Assisting team to ensure app performs consistently
• Reaching out to external customers through App stores
• Consolidating internal customer feedback, responding and reporting out on a regular basis
• Plan and coordinate multiple customer/dealer clinics across EU5
• Support day to day operations within the markets. Create /maintain tracking /analytics against KPIs
• Provide new articles and job-aids for the CRC Knowledgebase and customer/member FAQs for Pro App and Web.
• Assess quality of in-app self-help articles developing process to quantify and improve o Ensure Legal approval and translation.
• Investigate and implement automation tools to unblock vehicles / develop process

Skills Required:

1. Advanced Excel with experience of using Pivot Tables and Macros
2. Excellent presentation skills, project management, data consolidation and analysis
3. Customer support experience

Experience Required:

• Working with multiple customers
• Data analytics
• Document review, customer engagement methodologies, social media

Education Required:

A- Level standard ideally Degree qualified.

Additional Information:

THIS POSITION IS CONFIRMED INSIDE IR35.

Contract Duration Remainder 2021.

Minimal domestic travel may be required (potentially Daventry and South East one per QTR) Location Here East, Stratford / Remote working.

Your CV will be forwarded to Jonathan Lee Recruitment, a leading engineering and manufacturing recruitment consultancy established in 1978. The services advertised by Jonathan Lee Contracts are those of an Employment Business.