Our Customer Operations team are a critical contact point for our customers and provide them with the support and guidance needed to ensure they have an exceptional experience with us. In order to achieve this, they need to have clear, effective and useful data to act on – and this is where you come in.
Your interest in working with data and identifying trends will allow you to dive into datasets that need collating, organising and analysing. You will then work with the Customer Improvement team to create reports and recommendations that the Customer Operations management team can act upon to improve the experience of our customers.What will it take to be successful?
You have a keen interest in playing with data and analytics, and will be comfortable using multiple tools in order to find relevant information. Also, you will be able to demonstrate:
Why choose us?
- Experience pulling together trend analysis and providing reports to a management audience
- Experience carrying out root cause analysis
- Having provided recommendations to colleagues that are practical and relevant
- Engaging with 3rd party organisations where appropriate
- Experience working with Salesforce Service Cloud (desirable)
The Customer Operations team in comparethemarket are a crucial part of our business, ensuring the smooth running of all customer interactions and driving meaningful change to customer experiences.
Moving away from the traditional phone-based contact centre environment, we are a small digital operation who are integral to supporting millions of customers to self-serve through high-quality online content.
We go beyond simply answering customer queries. Our focus is on delivering the best customer outcomes by really listening to what our customers have to say, and sharing this with the rest of the business to improve experiences and directly impact brand, loyalty and retention.
You will be an important part of this team as the trends you unearth and the recommendations you provide will be underpinned by real customer data. The chance to see the direct impact of your work is an exciting one!About BGL
Founded in 1992, the BGL Group has grown significantly in size and capability. From 30 to 3,000 people, we are a leading digital distributor of insurance and household financial services. We have reached 9.5 million customers through brands including CompareTheMarket.com, LesFurets.com, Beagle Street, Budget Insurance & Dial Direct. We make a difference for our customers, colleagues and communities by working, growing and winning together. We enjoy what we do and have fun doing it!Diversity and Inclusion
We're a diverse community of dedicated, innovative and talented professionals. With an inclusive and open workplace, we encourage our people to create and share ideas – supporting their growth and celebrating their uniqueness.Flexible working
We understand the importance of achieving a healthy lifestyle balance, whether it’s working remotely or flexibly we have an environment where people are empowered to embrace flexible working in a way that works for them and for the business.