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016SC - Social Obligations Analyst

Location - Glasgow
Discipline – Business/Finance/Economics
Salary - £23, 151
Start Date - September 2024

 

Role Description
The company is seeking a bright, keen undergraduate or graduate for this role. 

Responsible for delivering administration and analytic support to assist our Customer Experience and Vulnerability commitments.  Supporting with the analysis of Customer Satisfaction results and reporting.  Assisting in preparation of slide packs to communicate business results. Responsible for summarising strategy and quality documents under the direction of the Customer Experience & Vulnerability Manager.  Supporting across both Customer Experience and Vulnerability teams with the wider goals.

 

Accountabilities
Responsible for the analysis of customer satisfaction results, theming dissatisfaction and identifying areas for improvement
Responsible for creating CSAT results in slide packs
Responsible for general administration duties to support the Customer Experience and Vulnerability Teams
Any other set up arrangements such as Communications, Boards, Catering etc.
Responsible for engaging with the wider business to ensure delivery is kept on track and escalation where this is not being achieved
Responsible for process mapping, review and production of strategy papers, quality documents and other operational procedures under the direction of the Customer Experience & Vulnerability Manager
Support in the research of customer experience insights
Deliver local initiatives under the guidance of the Customer Experience Leads
Track Standards such as BSI and ICS standards to ensure awareness of our performance and create action plans to deliver improvements
Available to be flexible in storm/event situations and take on other roles such as call taker etc.

 

Skills, Knowledge and Experience
Ability to work under own initiative
Positive attitude and flexible approach
Ability to engage with people and get them on side to support our delivery.
Well organised and experience of being a self-starter in a busy team
Ability to analyse data and identify improvements
Ability to produce creative communications and presentations
Ability to use PowerPoint & Excel
Ability to action on direction given

 

Minimum Criteria
Strong customer service experience
Interest in data and strengths in Excel, Power BI
Team Player able to work with colleagues across teams with a positive attitude.
Enthusiastic and Flexible approach to work
Ability to organise own workload, and identify initiatives.
Computer literate- excel, ability to maintain an action tracker & deliver to timescales
Able to create presentations & deliver to internal & external groups
Desired experience of working with vulnerable customers and/or third sector

 

To apply for this role, please ensure you meet the eligibility criteria (correct level of education, any location specific requirements, nationality and specific subjects/degrees) and then once you are confident you do, click here to go to our applications page.

 

Or you can email EDTPlacements@etrust.org.uk for further information or any queries.

016SC - Social Obligations Analyst

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