Consumer Support Analyst

About the Role

Are you passionate about helping people and solving problems in a fast‑paced, customer‑focused environment? Do you enjoy working with data, processes, and people to deliver accurate, timely outcomes? As a Consumer Support Analyst you will be the first point of contact for consumers, providing support, understanding their concerns, and ensuring issues are resolved effectively. You will manage case processes from start to finish, working within defined service levels and collaborating with colleagues to deliver a high‑quality service.

• Managing the logging, tracking and progress of internal and external cases within relevant SLA’s and KPI’s
• Creating, maintaining, and updating appropriate internal documentation
• Ensuring the tickets are worked through to satisfactory conclusion and within SLA
• Track and respond to consumer rights related requests within specific SLAs (Subject Access Requests, investigating and resolving data enquiries, applying Notice of Corrections)
• Providing timely, accurate and effective communication around Service Operation issues to the business and colleagues
• Perform any other tasks assigned

• Great customer service and admin skills and a passion for developing and maintaining relationships
• Experience working in a KPI/SLA driven environment
• Experience with in Regulated Services industry
• Ability to work independently and in a team environment
• Knowledge of MS Windows operating systems and office applications
• Understanding of GDPR requirements
• Ability to understand consumer needs and ask effective questions
• Strong attention to detail and clear written communication skills

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1‑855‑833‑5120.