Job ID 1701YC
Number of Jobs 2
Work Location Glasgow Office (St Vincent St)
Job Type Permanent
Contract Type Full-time
Hours Per Week 37.5
Shift Pattern Standard Working Week
As the mobile industry?s most exciting brand, we?re here to challenge and change the way the industry works by putting customers first. We?re able to do this thanks to our amazing people, who share our passion for making things right. As you might imagine, our Exec Office area is complex and it has a big impact on what we do. Fortunately, we rely on the wisdom, creative thinking and sound judgement of trusted our teams, who unravel the finer points and keep us on the right track.
As the Insight Analyst, you will be responsible for understanding the root cause of escalated complaints and providing the necessary data to enable teams to continuously improve. Your goal will be to make it right by working with the teams to provide solutions
The Insight Analyst will have experience in data analysis and reporting, to provide the necessary insight. Primarily this will be generated via the Executive Office so you will need to demonstrate excellent communication skills.
Why is Three the UK?s fastest growing network? Because our colleagues are driven by a belief that we can challenge, change and lead the mobile communications industry. We?re no ordinary telecoms company. And this is no ordinary career.
We exist to make mobile better for everyone. Ever since we were created in 2003, we've been challenging and changing the way the industry works by putting customers first and tackling the issues that frustrate and annoy them. We were the first mobile network to take the fear out of using data with our All You Can Eat plans. We were the first to abolish eye-watering roaming charges for people travelling abroad and we were the first network to give our customers 4G at no extra cost. We knocked out sky high prices for calling 0800 numbers before anyone else.
We?re able to do this thanks to our amazing people who share our passion and belief in making things right.
If you?re ready to take things up a gear, click to apply.
Working within the Quality and Insight function of the Executive Office you will be responsible for getting under the skin of escalated complaints to the Executive Office and analysing the root causes of these complaints and why they have been escalated. Your objective will be to makeitright for our customers by locating issues that give rise to complaints and provide the data to our business teams to take action. You will need to analyse complaints data from a variety of systems and prepare reports which will enable business teams to clearly understand issues and how widespread they may be whilst offering solutions to the same.
Roles & Responsibilities
Make It Right for our customers by identifying the root cause of escalated customer complaints to Executive Office, identifying and analysing the core issues and providing data & recommendations for improvement which balance customer and business needs.
Provides information and clarification on existing procedures, processes and precedents.
Improvement / Innovation
Implements improvements and provides feedback while using change management systems and protocols to provide routine supportive services.
Data Collection & Analysis
Works independently to collate and analyse data using pre-determined tools, methods and formats.
Client & Customer Management (Internal)
Carries out prescribed internal client management activities and provides support to others by following existing procedures.
Investigates questions related to existing programs, processes and procedures.
Supports project managers by performing simple tasks and following established procedures.
Follows existing procedures and precedents in determining the correct course of action for routine functional enquiries.
Supports others by using strategic planning systems and protocols.
Works without supervision and provides technical guidance when required on achieving performance targets by optimizing work scheduling.
Works without supervision and provides technical guidance when required on creating relevant, lucid and effective reports.
Works under guidance (but not constant supervision) to acquire, organize, protect and process data to fulfil business objectives.
Data Collection and analysis
Works under guidance (but not constant supervision) to analyse data trends for use in reports to help guide decision making.
Policy and procedures
Works with guidance (but not constant supervision) to develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.
Negotiates under guidance (but not constant supervision) to help the organization by obtaining consensus between two or more internal or external parties who may have different interests.
Applies understanding of the business environment and objectives to develop solutions with guidance but not constant supervision.
Works with guidance (but not constant supervision) to analyse data from multiple sources to draw appropriate conclusions and make suitable recommendations.
Planning and Organizing
Works with guidance (but not constant supervision) to plan, organize, prioritize and oversee activities to efficiently meet business objectives.
Skills, Experience & Qualifications
High School / FE College
Sound experience and understanding of straightforward procedures or systems
This job was originally posted as www.jobsite.co.uk/job/959348757