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Operations Analyst

Job Title: Operations Analyst
Contract Type: Permanent
Location: City of London, London
Industry:
Salary: £55000 - £65000 per annum
Reference: 38257_1598019856
Contact Name: Harper May
Contact Email: cvs@harpermay.com
Job Published: August 21, 2020 15:24

Job Description

An extremely entrepreneurial and fast growing financial services business are currently looking an Operations Analyst. The role is an excellent position for someone that is looking for a high growth business and entrepreneurial environment.

Job duties:

  • Being involved in strategy for the business implementing
  • Monitoring subjects and volume of complaints to identify trends and formulating solutions to address the issue or more efficiently manage resolution process.
  • Preparation of reports relating to customer complaint levels to update business of trends in complaints and customer satisfaction
  • Keeping an inventory of customer complaints in order to review them and improve the standards of the company
  • Regular meetings feeding into product development team with proposals on how we can better serve our customers through product changes.
  • Supervision of customer service function to ensure timely and accurate responses.
  • Arranging requisite workshops and training where we need to improve quality of customer response.
  • This is a senior role in the business, we are expecting the successful applicant to take ownership of both overall customer satisfaction and individual complaints

Skills and Specifications:

  • Must have financial services experience (ideally consumer lending or SME lending)
  • Excellent communication skills
  • Good writing skills
  • Excellent troubleshooting abilities
  • Agile thinker who can adapt proposals and outcome to customer needs instantly while in discussion
  • Understanding of the importance of Treating Customers Fairly (TCF) principles
  • Creative problem solver
  • Organised and meticulous
  • Able to empathise with customers in difficult conversations always seeking a outcome.
  • Ability to work under stress - customers can be difficult, caseload is unpredictable and proposed resolutions may clash with business interest
  • Must have a genuine concern for customer outcomes and dedication to find a fair resolution.