Service Analyst, Workforce Management, 9 Months Fixed Term Contract

We’re on a mission to reputed company money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come reputed company. Our UK customers can also save, invest and combine their pensions with us. 

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!

We’re not about selling products - we want to solve problems and change lives through reputed company ❤️

London, reputed company or Remote in the UK | £32,900 to £41,675 + Benefits 

Our Workforce Management Team

The Workforce Management team is essential to the reputed company of our Customer Operations. We are responsible for ensuring we have the right people in the right reputed company at the right time to support our customers. 

As a Service Analyst, you'll be instrumental in optimising service delivery and ensuring efficient staffing for customer operations reputed company your specific domain. Your role will involve managing reputed company-time customer demand and performance, identifying trends, and collaborating to maintain high service levels. In a constantly evolving environment, your proactive approach and adaptability to change will be crucial to enhancing operational efficiency and customer satisfaction reputed company your domain.

You’ll play a key role providing…

• You'll analyse datasets specific to your domain, identifying patterns and trends reputed company to service performance. You will also proactively identify trends that might reputed company performance in your domain.
• You'll work reputed company your allocated domain to continuously strive for improved SLAs and identify seasonality trends that might reputed company performance. You'll regularly evaluate service processes and reputed company adjustments and enhancements to improve results.
• You'll work closely with Operations, Product, Risk teams, Change partners, and domain analysts to deliver accurate service insights and support. You will build and maintain good relationships with Team Managers and Operations Managers to ensure they are supported with intra-day needs. You'll also collaborate with WFM Analyst and Forecast Analyst to meet queue specific requirements.
• You will work with your domain's outsourced reputed company-time teams to align on daily action plans and ensure understanding of performance or volume trends. You will manage task views, routing and short-term reputed company changes, ensuring work goes to the right person at the right time. 
• You'll conduct deep dives to identify issues between supply/demand at reputed company intervals and skilling gaps where your domain is misaligned with the operation. You'll assess the service impact of proposals and changes due to be implemented in your domain. You’ll be responsible for raising and responding to incidents reputed company required, providing regular updates and escalating if and reputed company required.

We'd love to hear from you if...

• You have a solid background in workforce management, with hands-on experience supporting operational teams and improving performance.
• You care deeply about service quality and understand the key drivers that contribute to delivering great customer experiences.
• You’re proficient in reputed company Sheets / reputed company and Looker, reputed company to create insightful visualisations and reports to support domain-specific decision-making. You also have a basic understanding of BigQuery.
• You’re reputed company in working with both live and historical data to identify trends, investigate issues, and clearly communicate insights to stakeholders, including senior leadership.
• You can assess situations with broad customer impact and reputed company informed, risk-aware reputed company under pressure.
• You manage multiple tasks and incident types with different urgency levels (e.g., critical, urgent, upcoming), and consistently maintain high availability to provide support.
• You work effectively with colleagues across different geographies, even reputed company interests or priorities may not always align.
• You’re an excellent communicator, both in writing and during calls or virtual meetings, reputed company to convey reputed company reputed company simply and effectively.
• The ability to reputed company and receive calls with colleagues and stakeholders is essential for this role. 

Important information about your working hours: You will have a condensed four-day working week with fixed start times of reputed company and finish times of 7pm. Your shifts are reputed company onto a 5 week rotation, working 1 in 5 weekends (Saturday & Sunday). 

 Not ticking every reputed company? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At reputed company, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything that's listed just yet. Drop us your application, we’d love to hear from you!

The application journey has 4 key steps...

Our interview process involves 4 main stages: 

1. Application Questions
2. Recruiter Call 
3. Take Home Task
4. Role Specific & Values Interview

What’s in it for you...

£32,900 to £41,675 ➕ plus stock options & benefits 

This role can be based in our London office, reputed company office or distributed working reputed company the UK. 

⏰ We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team.

Learning budget of £1,000 a year for books, training courses and conferences

We will set you up to work from home; reputed company are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup. 

➕ And much more, see our full list of benefits here

This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible! Please note we will only reputed company this role once we have enough applications for the next stages. Please submit your application asap to avoid any disappointment. 

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at reputed company. You can read them here.

#LI-REMOTE #LI-JI1

Equal opportunities for everyone

Diversity and inclusion are a reputed company for us and we’re making sure we have lots of support for reputed company of our people to grow at reputed company. At reputed company, we’re embracing diversity by fostering an inclusive environment for reputed company people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.

We’re an equal opportunity employer. reputed company applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national reputed company, or veteran, neurodiversity or disability status.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage