Are you analytical, detail-focused, and driven to improve customer experience?
Do you enjoy using data to inform decisions, streamline processes, and make a real impact on service delivery?
We're looking for a Customer Analyst to join a client of ours in the energy industry. This role is perfect for someone who enjoys working with customer data, managing systems, and supporting warranty and service processes to help enhance customer satisfaction and operational efficiency.
Job Title: Customer Insights & Quality Analyst
Salary: £32,000 - £35,000
Hours: Monday to Friday
Location: Basingstoke (Hybrid)
Type: Full-time, Permanent
Key Responsibilities
- Collect, organise, and analyse customer data from CRM systems, internal databases, and feedback channels to identify trends and provide actionable insights that improve customer experience and business performance.
- Develop and maintain dashboards and reports to monitor key performance metrics and communicate findings clearly to stakeholders.
- Maintain and enhance the Customer Service Management (CSM) platform, including ticket handling, FAQs, spare parts catalogue, work guides, and supporting the implementation of new system features.
- Conduct quarterly customer satisfaction surveys and use feedback to drive service improvement initiatives.
- Manage end-to-end warranty processes, including validation, processing, and resolution of claims, while ensuring timely responses to customer enquiries.
- Collaborate closely with internal teams, finance, and external suppliers to monitor KPIs, track returns against warranty provisions, and efficiently handle DOAs, ensuring high standards of service and operational efficiency.
The successful candidate
- Strong data analysis skills: ability to collect, organise, and interpret data from multiple sources.
- Proficiency with CRM systems, databases, spreadsheets, and reporting tools.
- Confident and professional, able to interact with stakeholders at all levels.
- Detail-focused and meticulous in record-keeping and data management.
- Adaptable and proactive in implementing system improvements and process changes
