0141 348 7777

Customer Service Analyst

  • Full Time
  • Hybrid
  • Permanent
  • Glasgow
  • £23000 - £23000 GBP / Year
  • Jul 26, 2024
  • Salary: GBP £23000 - £23000

An established company is seeking a Customer Service Analyst to handle essential back-office customer activities. This role focuses on maintaining high service standards and Service Level Agreements (SLAs) to provide a great service.

Key Responsibilities:

  1. Process customer service payments, meeting Key Performance Indicators (KPIs) and SLAs.
  2. Control and reconcile un-allocated payments, ensuring timely allocation to customer accounts, including cash postings and refunds.
  3. Provide excellent customer service by resolving payment queries effectively.
  4. Manage daily customer payment activities and allocations using the customer management system.
  5. Identify and implement process improvements to enhance departmental efficiency.
  6. Collaborate with internal departments and the finance team to resolve payment issues.
  7. Manage daily, weekly, and monthly tasks to ensure efficient service delivery, with a focus on month-end posting requirements.
  8. Maintain Experian records related to vehicle keeper changes, ensuring protection from unauthorised sales.
  9. Stay updated on current operational and compliance policies, attending training sessions as required.
  10. Adhere to FCA regulations regarding vehicle finance cancellations and unwinds processes.

Operating Hours:

  • 35 hours per week, typically 5 days per week and 1 in 4 Saturdays.
  • Business hours: Monday to Friday: 8am – 8pm, Saturday & Sunday: 9am – 6pm

Required Knowledge and Experience:

  • Education: Business experience within the financial sector.
  • Business Experience:
  • High accuracy and attention to detail
  • Effective time management, planning, and organisational skills
  • Problem-solving abilities and decision-making independence
  • Data entry and payment processing experience
  • Strong written and verbal communication skills
  • Advanced knowledge of Microsoft Office Suite (Word, Excel, Outlook)
  • Minimum of 2 year experience as a Customer Services Administrator or similar role

Values and Behaviours:

  • Positive mindset with a focus on continuous improvement
  • Open and transparent communication style
  • Flexibility and adaptability
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