Our people work differently depending on their jobs and needs. From home working to job sharing, visit the remote and flexible working page on our website to find out more.

This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Join us as a Customer Service & Operations Analyst

• We’ll look to provide an outstanding customer journey for our Mettle customers, handling their queries, mostly through live web chat
• You’ll be liaising with customers and businesses to accurately collect information in order to solve their queries
• If you have an excellent understanding of customer needs and a passion for providing people with exceptional service, this could be your ideal role

What you'll do

As a Customer Service & Operations Analyst, you’ll be responding to queries from customers promptly and tactfully within our SLAs via webchat. We’re looking for someone with strong interpersonal skills to listen to our customers, develop relationships with them and maintain an understanding of their needs at all times.

Your day-to-day will include:

• Collecting customer feedback and sharing insights with the wider Mettle team
• Authorising and investigating all transactions to our KPIs
• Collecting and analysing the required information from the customers and businesses
• Reviewing processes which could be automated or enhanced to improve the customer and business experience

The skills you'll need

In order to excel in this role, you’ll have strong customer service abilities along with customer and industry knowledge. You will need to have experience of customer web chat support and ideally any experience of handling customer complaints. If you have experience of customer web chat support, this would be ideal, as would any experience of handling customer complaints. You’ll also work well in a fast-paced environment and have good organisational skills to deliver to deadlines.

You’ll also demonstrate:

• Strong communication skills, both written and verbal
• The ability to prioritise your workload and manage a variety of different tasks simultaneously
• Excellent interpersonal skills, with the ability to build great working relationships with colleagues and customers
• Experience in customer support operations
• An awareness of changes in trends, policies and regulations
• An understanding of our industry and its customers
• Experience of managing stakeholder relationships

Working on a rota basis including weekends (1 per five weeks) and evenings (1 per week)

If you need any adjustments to support your application, such as information in alternative formats or special requirements to access our buildings, or if you’re eligible under the Disability Confident Scheme please contact us and we’ll do everything we can to help.