Business Analyst - Customer Services

Maple Cross, Hertfordshire
£25000 - £27000/annum
18 Oct 2016
17 Nov 2016
Contract Type
In recent years Nissan has experienced phenomenal growth in the UK. By focussing on our customer we have challenged the industry, innovated and produced a new range of vehicles with customer needs at the heart of design.

We are looking for a talented analyst to join Nissan’s outsourced customer service team who manage a diverse range of complaints and queries regarding Nissan’s brand, products and services. The Business Analyst is responsible for the supporting the delivery objectives of the department through analysing and reporting on all quantitive and qualitative metrics of the service. Through this analysis they must support the management team in the promotion of strategies to achieve continuous improvement in department outcomes and controls.

• Primary responsibility for the delivery of all reporting on the customer service department activities in a timely manner
• Analyse agreed performance metric results on a daily, weekly, monthly basis and produce ad-hoc reports for special reviews, quarterly meetings etc.
• Track evolutions and trends in the teams’ results and makes clear recommendations to the management team on possible improvements based on that analysis and with supporting evidence.
• Continuously seeks ways to improve the reporting process and ensure that reports are fit for purpose.
• Maintain reporting project history to enable future analysis.
• Develop volume forecasting methodology to support planning for staffing and headcount levels and workflow planning
• Support Team Managers in the management of data required for incentive and bonus schemes.
• Establish a culture of accuracy in data administration and reporting and respect for critical analysis of results.
• Delivers information required for invoicing and other financial reports.
• Provides Payroll data including absence and overtime to HR within cut-off deadlines.
• Coordination and Management of dedicated Telephony system
• Liaison with ISGO and external Voice Artiste agency

Experience and Qualifications:
• Ideally possesses an analytical / data management degree.
• Experience in producing reports and handling data is essential.
• Experience in the analysis of data & presentation of recommendations.
• Knowledge of call centre environment is desirable.
• Excellent communication skills able to explain complex data accurately and concisely
• Advanced computer skills particularly particularly Excel. Minimum intermediate standard of Word, PowerPoint , Access, Outlook).
• Understanding of database structures and data management approaches.

Personal Attributes:
• Expert problems solving skills.
• Extensive analytical, mathematical and summarising skills.
• Methodical, detailed and objective thinker.
• Influencing and negotiating skills.
• Able to work unsupervised and set their own agenda within business priorities.
• Team player.
• Discretion

Fulltime: 40 Hours Monday to Friday