Customer Service Analyst (12 month FTC)
Arval are the wheels behind business. The people who make sure the best emergency plumber is on the road, just when we need them. We’re the people behind a million safe journeys, successful business trips and happy holidays - because leasing vehicles is about so much more than just getting from A to B.
From whole fleets for the biggest blue-chip companies, to single vans for savvy traders, prestige cars for company directors and reliable cars for busy families, we keep 10% of Britain’s leased vehicles moving - and we need you to help us do it.
About the role
In this role you will effectively manage the Customer and Team performance by analysing, interpreting and monitoring customer feedback, based on statistical analysis (quantitative), voice of the Customer (qualitative) and ad hoc studies.
The reports and information you will provide will be used by a variety of internal stakeholders. This will include managing the team performance dashboard, detailing MI and Senior management information to help us understand business trends and our adherence to KPI’s & SLA’s along with data that will support Fleet and Business Reviews. You will also be required to provide ad hoc duties to support areas such as Customer complaint resolutions through root cause analysis and specific Customer reports. You will also be required to attend management meetings to explain your analytics and findings.
We are looking for someone who has a variety of skills in order to be successful.
Firstly you will need to be an Excel whizz - able to create formulas and work your magic not only in Excel but also in Powerpoint. A good knowledge of Pareto chats would be icing on the cake. You will be someone with excellent attention to detail who is used to building reports based on analysing data from a variety of sources within strict timescales to demanding stakeholders. Patience is a virtue!
Over time you will need a sound understanding of in life requirement for customers but what you will have already is the ability to communicate and influence effectively and take the initiative.
Ultimately we want a geek with character who understands the importance of team.
What's in it for you?
We are a friendly bunch - more human than corporate and you will find our office environment welcoming. You will be given the perfect setting to do your work to the high standard you want, as well as the opportunities to develop your own career.
Our employees are really important to us so we all benefit from private healthcare, life assurance, excellent pension and a range of large company benefits, in addition to the £20-25,000 basic salary.
If this opportunity sounds like the challenge you are looking for then we would love to hear from you. Apply today.
- Advanced Excel
- Management Reporting
- Stakeholder Management
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