Customer Operations Analyst

As a Customer Operations Analyst youll play a key role in monitoring and improving operational performance across Intellihubs Customer Operations function. Youll support the effective delivery of customer services by analysing operational data managing complex enquiries supporting escalations and identifying opportunities to improve quality compliance and efficiency.

Working closely with onshore teams offshore partners Accredited Service Providers (ASPs) and retailers youll help ensure service orders customer enquiries escalations and operational workflows are managed accurately and on time. This is a hands-on operational role where youll use platforms such as ServiceNow and PureCloud to track performance identify trends support process improvements and contribute to a best-in-class customer experience.

Key Accountabilities:

• Manage daily ServiceNow operations including ticket creation reporting dashboards and workflow improvements. 
• Monitor operational data to identify trends forecast workloads and recommend improvement opportunities.
• Support escalations including Ombudsman-related cases ensuring accurate documentation and alignment to compliance requirements.
• Oversee PureCloud activities including queues agent management knowledge updates and workforce reporting.
• Work with Accredited Service Providers and retailers to manage service orders and support timely field activity completion.
• Review QA forms audit frameworks and dispute resolution processes to support fairness accuracy and service quality.
• Participate in UAT testing for system enhancements and help minimise operational risk. 
• Develop and maintain SOPs to ensure Customer Operations processes remain accurate current and compliant.
• Facilitate daily stand-ups and KPI meetings to align teams on performance priorities and improvement actions. 
• Provide training guidance and day-to-day support to onshore and offshore teams.

Qualifications :

Youll bring experience from a high-volume operational environment such as energy telecommunications banking finance or a similar industry. Comfortable working with systems data and stakeholders you know how to identify trends solve problems and drive operational improvements.

Youre organised analytical and detail-oriented with experience managing complex customer matters and competing priorities. Exposure to escalations complaints or Ombudsman processes will be highly regarded along with a strong commitment to service quality and continuous improvement.

Youll also bring:

• Minimum 2 years experience in customer operations service delivery workforce operations complaints escalations or a similar operational role. 
• Experience using ServiceNow PureCloud CRM workflow or contact centre platforms will be highly regarded. 
• Strong analytical skills with the ability to interpret data identify trends and solve unstructured problems.
• Clear written and verbal communication skills with strong stakeholder and relationship management ability. 
• Intermediate to advanced Microsoft 365 skills with confidence working across reporting documentation and operational tools. 

Additional Information :

We offer a dynamic and inclusive workplace that values collaboration and diversity. With a flexible hybrid working mode we prioritise work-life balance while fostering personal and professional growth. Our innovative culture provides opportunities for career development access to industry-leading tools and a strong commitment to employee well-being all supported by a competitive salary and benefits package. 

Sound exciting Apply now and be part of a team thats shaping the future of energy.

Remote Work :

No

Employment Type :

Full-time