Customer Service Analyst | £26,150 | Nottingham NG8
Monday to Friday on a rolling shift pattern (between 8:30 AM and 6 PM)
6 AM – 2 PM shift is available post-probation and security clearance
Fantastic benefits & career progression
Do you have strong IT and Customer Service knowledge and you’re seeking a new challenge? We are looking for an exceptional candidate who has strong communication skills and a good solid background in Customer Service. As a Customer Service Analyst, you will be the primary interface between the business and their customers, ensuring exceptional service delivery. This role is integral to the Customer Support Team, supporting contractual obligations and delivering the highest levels of satisfaction
What we’re looking for:
- Proven experience in customer service within a business-to-business or commercial setting
- Strong understanding of industry standards and KPIs related to customer experience
- Excellent communication skills (written and verbal) and the ability to multitask under pressure
- Proficiency in Microsoft Office (Word, Excel)
- Familiarity with Freshdesk or ERP systems (e.g., Morse) is desirable but not essential
- Security clearance/Enhanced DBS is mandatory and must be obtained as part of the role
- Self-motivated, proactive, and a team player
- High attention to detail and excellent planning skills
- Problem-solving mindset with the ability to work independently and under pressure
- Passion for service excellence and continuous improvement
The finer elements of the role include:
- Manage the end-to-end customer support experience, adhering to SLAs and KPIs
- Utilise and maintain company systems to record and track customer interactions
- Follow documented processes and procedures to resolve customer issues effectively
- Collaborate with internal and external stakeholders, including logistics, engineers, couriers, and suppliers
- Monitor and progress customer orders, ensuring on-time delivery aligned with contractual requirements
- Build strong relationships with customers and stakeholders, ensuring a customer-first approach
- Complete administrative tasks within agreed timescales and support additional duties as required
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