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Customer Support and Insight Analyst - 53836

  • Location

    London Arena

  • Sector:

    Automotive

  • Job type:

    Contract

  • Salary:

    £20.84 - 20.84 per hour

  • Contact:

    Rachel Meacham

  • Contact email:

    Rachel.meacham@jonlee.co.uk

  • Contact phone:

    01384 446112

  • Job ref:

    56834

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.

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