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 and offline activities.
Ensuring the right resources are available at the right time to meet customer demand.
Supporting contingency planning during peak volumes or operational disruption.
Performance Analysis
Providing live and end-of-day performance reporting.
Investigating the root causes of service level variances.
Producing insights on trends, risks and opportunities.
Supporting forecasting and scheduling teams with operational feedback.
Stakeholder Support
Partnering with Team Leaders and Managers to improve adherence and resource utilisation.
Communicating operational performance clearly and confidently.
Providing recommendations to optimise customer outcomes and colleague productivity.
Participating in daily operational reviews and planning meetings.
Knowledge, Skills and Experience
Experience working within a contact centre or call centre customer service environment is essential.
Strong analytical and problem-solving skills.
Excellent attention to detail.
Ability to interpret data and make informed recommendations quickly.
Strong communication and stakeholder management skills.
Strong Microsoft Excel skills.
Ability to work effectively under pressure and manage competing priorities.
What We Offer
Basic salary up to £35,000 per annum
Discretionary annual bonus, based on individual and company performance (subject to eligibility)
25 days’ annual leave plus bank holidays
Life assurance (based on pensionable earnings)
Generous contributory pension scheme
One day of paid leave each year for charitable or community work
Workplace health and wellbeing programme
Foresters Financial is committed to fostering an inclusive workplace where everyone is treated with dignity and respect. The role holder is expected to support these principles in their day-to-day work and interactions.
Foresters Financial is not your typical financial services provider. Those who join our purpose-driven organisation enjoy a culture of collaboration, creativity, and mutual respect and are challenged to do their best to make a difference every day. We help everyday families achieve their financial goals and make a lasting difference in their lives and communities.
