Service Excellence Analyst

Service Excellence Analyst

Bromley

£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 role is responsible for supporting 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 the link between operational teams and Workforce Planning, providing live insight, identifying emerging risks, and recommending immediate actions to maintain service performance, productivity and customer experience.

What We’re Looking For

The role will include:

Real-Time Monitoring

• Monitoring service levels, call queues, occupancy, adherence and productivity throughout the day.
• Identifying risks to service performance and proactively escalate issues to operational leaders.
• Analysing fluctuations in demand and resource availability.
• Recommending and implementing intraday adjustments to maintain service standards.

Resource Management

• Managing intraday staffing requirements across multiple customer service channels.
• Monitoring shrinkage, absence, meetings, training ...