Take ownership of customer cases from beginning to end, ensuring each case is managed efficiently, accurately, and with the appropriate level of care.
Manage your own caseload and progressing customer cases to resolution.
Communicate directly with customers through telephone, written, and digital channels.
Respond to customer queries and providing clear, professional updates.
Prepare customer correspondence, including update letters and communications.
Build rapport with customers while delivering a positive customer experience.
Review customer information and assess cases against established policies and criteria.
Accurately document customer interactions and case outcomes within relevant systems.
Liaise with colleagues, stakeholders, and support teams to resolve customer issues.
Receive and apply feedback from Team Leaders and Quality Checkers to improve performance.
Follow established procedures, compliance requirements, and quality standards.
Adapt to changing project priorities, workloads, and client requirements.
Contribute to team meetings, knowledge sharing, and continuous improvement activities.

A strong academic background, ideally achieving a minimum 2:2 degree in any discipline.
Excellent written and verbal communication skills.
Experience working in a customer-facing environment.
Strong organisational skills and attention to detail.
The ability to manage and prioritise your workload effectively.
Confidence learning new systems, processes, and technology platforms.
A positive, self-motivated, and proactive approach to work.
The ability to work independently while contributing to team objectives.

Health cash plan
Cycle to work scheme
Ongoing training and development support through one-to-one coaching and access to award-winning trainers

Customer Operations Analyst – Elevate Programme

Key skills