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Customer Feedback Analyst

  • Location: Hessle, Hull
  • Salary: £17-£18K PA

Click here to apply

The role:

Responsible for detailed analysis across NPS, Trustpilot and any other customer feedback mechanisms. Engage with other departments in order to find resolutions to customer dissatisfaction and feedback accordingly. To support and develop the Customer Feedback strategy and identify any enhancements. To complete analysis, as required, on various areas of the business to include but not limited to: Refunds, Replacements and delivery failure reasons whilst identifying any business improvement opportunities. Produce accurate and timely reports across various business areas as required. Other responsibilities include but are not limited to;

  • Identify business improvement opportunities through customer feedback and insight
  • Able to support and develop the customer feedback strategy
  • Detailed collation and analysis of various data across NPS, Trustpilot and other feedback mechanisms
  • Present information accurately and clearly, both written and verbal
  • Compile and present reports accurately and in a timely manner
  • Adherence to and implementation of procedures and legislative and regulatory rules including; Fraud prevention, GDPR, Money laundering, data security and integrity, health & safety.
  • To maintain accurate information in all dealings both internally and externally
  • Monitor the Trustpilot feedback platform then highlight and respond to positive reviews
  • Follow up on poor reviews and resolve directly with the customer
  • Develop and introduce mechanisms to increase the volume and quality of Trustpilot reviews
  • Monitor competitor activity ensuring’s brand and customer service remain the strongest in the customer review communities

The ideal Customer Feedback Analyst:

  • Experience of working in a fact past contact centre
  • Experience of working with customer review platforms and NPS surveys
  • Knowledge of CRM platforms
  • Excellent communication skills, both written and verbal
  • Working knowledge of MS Platforms & Sage 200
  • Confident presentation skills

Rewards & Benefits

In return for your appreciated work as a Customer Feedback Analyst we can offer you a competitive salary, pension, cycle to work scheme, Perkbox, onsite parking, staff discount, employee assistance programme, life assurance and all alongside a fantastic working environment and the opportunity to be part of a fun and exciting journey.

Click here to apply

If you feel you have the right skills and drive to excel in the role of Customer Feedback Analyst, we’d love to hear from you, click apply now!

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