Customer Improvement Support Analyst

Competitive Salary

comparethemarket.com

Full-time
Peterborough
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What’s the challenge?

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. As part of the team that uses the data and insight from these interactions, to drive improvements to customer experience across the business, you will have an opportunity to engage with our stakeholders and influence their knowledge and understanding of how to positively impact our customers.

This will involve lots of stakeholder interaction – whether that is with your management team, internal teams or external third parties.

You’ll also be responsible for ensuring the operational readiness of the team for any upcoming change that will impact customers. This will mean involvement in various tasks including attendance at project meetings, through to running training sessions and updating customer-facing FAQs. At all times, the focus will be on getting the best possible outcome for the customer.

What will it take to be successful?

As a confident communicator and someone who enjoys interacting with a range of stakeholders, you will regularly and proactively deliver relevant and useful content that enables efficiencies and improvements in how we engage our customers. You will also be able to demonstrate:
  • Experience designing and delivering training sessions
  • Previous responsibility for implementing change and improvement initiatives
  • Ownership of internal policies, including updates, amends and communicating it to the relevant individuals
  • Maintaining and optimising a knowledge database/portal
Why choose us?

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.


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.
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