Customer Operations Analyst – Elevate Programme

Responsibilities

• 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 progress customer cases to resolution.
• Communicate directly with customers through telephone, written, and digital channels.
• Respond to customer queries and provide 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.

• Positive attitude
• Self-motivated
• Proactive approach
• Ability to work independently