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Customer Experience Analyst (part time)

Job Description

About us

The TrackBack platform is used by automotive manufacturers around the world to provide a reliable, easy to use yet comprehensive contact tracking platform specifically designed for integration with manufacturers’ CRM systems, so that they can measure lead follow-up activity at dealer levels..

Our work environment includes:

• Flexible working hours
• On-the-job training
• Casual work attire
• Growth opportunities

Are you looking for an exciting flexible role, working from home for a minimum of 12 hours per week? This is a great opportunity to join our fast growing team and we are looking for people who have excellent listening skills, attention to detail and the ability to self motivate and work to deadlines. If that sounds like you or someone that you know then we’d love to hear from you!

Please provide a covering letter explaining why you are interested in the role and a copy of your CV. You MUST be based in and eligible to work in the UK. You must complete the required Indeed assessments to be considered for this role.

Part Time Customer Experience Analyst

Reporting to: Customer Experience Manager

Starting at 3 hours per week (flexibility over the days) working from home.
There is the possibility of increasing your hours in the future.

We are looking for part time Customer Experience Analysts to join our growing business, TrackBack, this is a great opportunity for individuals looking for an exciting flexible role. The TrackBack platform is used by automotive manufacturers around the world to provide a reliable, easy to use yet comprehensive contact tracking platform specifically designed for integration with manufacturers’ CRM systems, so that they can measure lead follow-up activity at dealer levels.

Our team of Customer Experience Analysts identify and analyse customer enquiries to score customer experiences against a framework of pre-determined criteria (TrackBack.Scan).

Analysts are responsible for:

• Meeting targets relating to enquiries to be filtered/analysed.
• Sending reports to management in a timely manner.
• Maintaining an accurate record of the number of hours worked.
• Notifying management of any problems as soon as possible.
• Checking for updates from management at the start of, end of and throughout each working day.

Analysts are required to:

• Listen to & filter enquiries to identify those that meet the scoring criteria.
• Listen to & analyse the agreed number volume of enquiries against the relevant criteria.
• Highlight any improvements that could be made to the Scan system.
• Highlight any updates that may be required to the scoring criteria.
• Highlight any enquiries that are noteworthy that do not fall within the scoring framework.
• Maintain up-to-date reports detailing work & hours completed
• Attend the online quarterly calibration session.
• Ensure that all data is encrypted and secure.
• Attend an annual company security briefing.
• Conduct any other duties related to the role as necessary

Skills, Experience & Qualifications

• Be highly organised and self-motivated.
• Be able to confidently use Microsoft Excel & Word.
• Be comfortable with using online computer systems.
• Be a focused listener.
• Have good attention to detail.
• Have excellent grammar & spelling.
• Ability to work under pressure and use initiative.

Job Type: Part-time
Part-time hours: 3 per week

Salary: £10.00-£12.50 per hour

Benefits:

• Company pension
• Work from home

Education:

• A-Level or equivalent (preferred)

Work Location: Remote

Expected start date: 01/04/2023

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