Average Customer Analyst salary in the UK

Practice Group / Department: IT Regional - Service Desk - Newcastle Job Description We're Norton Rose Fulbright - a global law firm with over 50 offices and 7,000 employees worldwide. We provide the world’s preeminent corporations and financial institutions with a full business law service. At Norton Rose Fulbright, our strategy and our culture are closely entwined. We know that our expansion will mean little unless it is underpinned by truly global collaboration and we understand that pioneering work only takes place when our people have room to move and think beyond boundaries. As well as the relevant skills and experience, we're looking for people who are innovative, commercial and value the work that they do.  The Team: The Service Desk is part of the EMEA Service Delivery Team and provides a single point of contact for our UK and International Offices. The key focus of the team is to deliver a world class IT service to the business. The Role : Reporting to the Service Desk Team Leader, this is a highly customer focused and visible role requiring excellent first line and application support skills.The role will involve but is not limited to the following: Act as a single point of contact for phone calls and emails from staff regarding IT issues and queriesReceiving, logging and managing calls from internal staff via telephone and email1st line support - troubleshooting IT related problems in relation to software, hardware, access rights and mobile working solutions (iPhone, Intune, Citrix and VPN)Ensuring all contact with customers is logged within the ITSM tool (ServiceNow), making use of all incident templates and processes that are built into the systemTake ownership of customer problems, proactively reviewing, updating and attempting fixes for all tickets in personal queue. Following up the status of problems on the customer's behalf (when escalated outside of the Service Desk) and communicating the progress in a timely manner.Maintain a high degree of customer service for all support queries and adhere to all service management principlesAssist with the creation of Knowledge Base Articles, Incident Templates and Standard Operating Procedures to assist team with handling Incidents/RequestsWork with team mates to ensure that there are sufficient staff members available to take phone calls throughout the working dayProactively identifying potential Major Incidents and following the necessary escalation processesResponsible for handling most of the telephone calls made to the DeskProactively reviewing, updating and attempting to perform same day fixes on all “unassigned” tickets within ServiceNow (Incidents as well as Service Requests)Aim to deliver an 80% first time fix rate on all IncidentsAim to fulfil all Service Requests and resolve all Incidents within agreed SLA period Skills and Experience Required : Experience of working as either 1st or 2nd line in a busy professional services environment, supporting 2000+ customers.Experience working with high profile, VIP customerAbility to troubleshoot and understand the customers’ requirements, to be able to deliver the right solution to meet their ‘needs’ rather than their ‘wants’.Process driven, with the ability to focus on the end result/be a completer, finisher.Excellent written and communication skills.ITIL Qualified (Desirable) Candidates must have knowledge of supporting the following : Microsoft Windows 10Microsoft Office 2016 and aboveExchange 2016 (Online & On Premise)VPN SolutionsVideo Conferencing solutions (Zoom and Teams)Mobile Devices and Mobile Device Management solutionsPrinting solutions (Desktop and MFD)Active Directory and Azure Active DirectoryEncryption software Desired candidate would have knowledge of supporting the following : iManage DMS (or other Document Management Systems)Apple iPhonesFile transfer solutionsMimecast email managementSCCM (reporting, collection management, log analysis)Document Management tools Shift information : The Service Desk Analyst will work a 7 hour shift any time between 8am-8pm Monday to Friday The candidate must be available to work during these timesWorking a total of 35 hours per weekShift times are on a rotation basisHybrid working Diversity, Equity and Inclusion To attract the best people, we strive to create a diverse and inclusive environment where everyone can bring their whole selves to work, have a sense of belonging, and realize their full career potential. Our new enabled work model allows our people to have more flexibility in the way they choose to work from both the office and a remote location, while continuing to deliver the highest standards of service. We offer a range of family friendly and inclusive employment policies and provide access to programmes and services aimed at nurturing our people’s health and overall wellbeing. Find more about Diversity, Equity and Inclusion here. We are proud to be an equal opportunities employer and encourage applications from individuals who can complement our existing teams. We strive to create an inclusive and accessible recruitment process for all candidates. If you require any tailored adjustments or accommodations, please let us know here.

Customer Analyst required for growing Central Chichester based Company. Salary £24,570 DOE plus annual bonus of £2,000 p.a.22 days holiday + BH rising after 3 years of service to 24 days and 27 days after 5 years, many benefits and committed training, support and development.Hybrid working - home and officePensionHealthcare cash planLots of incentive schemes/rewards Responsibilities For Customer Analyst: Regularly review customer contracted services against operational delivery to ensure all SLA’s & obligations are met. Review customer portfolios and ensure they are maintained regularly to allow for the most accurate reporting possible. Ensure tasks are tracked through Planner to allow reporting & visibility across the business. Oversee the operational set up of new customers during the onboarding Manage customer specific data and requests, ensuring business continuity maintained As well as Attend customer meetings & teams calls, bringing subject matter experts as appropriate. Liaise with analysts across the Commercial Services Team to ensure all tasks are delivered to the customer on the agreed time frame & to a high Manage incoming email queries from customers, retailers & other sources in a prompt & polite manner within contractual SLAs. Promptly answer inbound calls, dealing with all callers politely and professionally.Meet regularly with the Account Management Team as required.Identify action points from meetings & reports, follow through to resolution and communicate progress. Report regularly to Senior and Lead Customer Analysts, line manager and/or Commercial Manager on progress of assigned tasks, successes, and any potential issues. Ensure effective communication throughout the Commercial Services Team, proactively collaborating with all analysts & supporting in completion of any relevant tasks to provide the best customer outcomes Candidate requirements for the Customer Analyst: Exceptional IT skills especially excel and working with large amounts of dataExcellent numeracyAn aptitude for, and an enjoyment of analysisExperience of using Excel (and the aptitude to upskill)Highly organised and accurateStrong customer service/communication skillsAbility to work in a pressurised environmentConfident and professionalResilient with an excellent work ethicAccurate and thorough with own workloadSelf-motivated with a can-do attitude We are looking for a confident, analytical and motivated person to join an amazing company in Central Chichester. The position of Customer Analyst is a very detailed, busy, analytical and customer focused role; working with large amounts of data and a variety of key customers. A hybrid position working with a lovely bunch of people. Informal culture with a high level of professionalism. Impressive client base and a company who are looking to invest long-term in their new recruit.

Our client is on the lookout for a forward-thinking and dedicated Credit Analyst to join their Transaction Shared Service centre. This role offers an exciting opportunity to be a part of a team that is committed to continuous improvement and growth. As a Credit Analyst, you will play a crucial role in shaping the Credit Control team and providing essential support to the finance department. If you are passionate about Credit Management and ready for a new challenge, this could be the perfect opportunity for you! Key role in shaping the Credit Control teamOpportunity to contribute to continuous improvement and growthIdeal for individuals with a passion for Credit Management As a Credit Analyst, your role will be pivotal in supporting the Credit Manager and team of Credit Controllers while also providing support to the wider Accounts Receivable team. Your responsibilities will include monitoring new customer account setups, assessing and continuously monitoring security required for all debtors, initiating legal action against debtors, identifying high-risk accounts that require escalation, supporting the delivery of Credit Management projects, and managing a small portfolio of accounts. You will help maximise cash collection, minimise risk, and exceed KPI's. Monitor new customer account set up, setting and controlling credit limitsAssess and continuously monitor security required for all debtorsMaintain security logs and update in ERP systemsInitiate legal action against debtors for all country debtorsIdentify high risk accounts that require escalation and liaise with Credit Manager and country teamsSupport delivery of Credit Management projectsManage a small portfolio of accounts, ensuring outstanding debts are collected in line with company policy The ideal candidate for this Credit Analyst position will bring significant experience working within Credit Control along with knowledge of credit risk management. You should have familiarity with credit control toolkits and policies. Your excellent communication skills will enable you to adapt your style depending on the audience. A high degree of accuracy and great attention to detail are essential for this role. Strong Excel and analytical skills are also required. Experience in using accounting systems, particularly SAP, would be an advantage. Experience working within Credit Control with an ability to demonstrate deliveryKnowledge of credit risk managementFamiliarity with credit control toolkits and policies would be an advantageExcellent communication skills with the ability to adapt style depending on the audienceGreat attention to detail and a high degree of accuracyStrong excel and analytical skillsExperience in using accounting systems, SAP would be an advantage Our client is renowned for its commitment to continuous improvement and growth. They offer an inclusive work environment where every individual's contribution is valued. Their focus on professional development ensures that employees are always at the forefront of industry trends. This is an exciting opportunity to join a company that is writing its next chapter in history. Ready for a new challenge? Apply now and embark on an exciting journey with us! Apply Today by clicking on the link. We look forward to receiving your application! Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates