Customer Contact Comms Analysts

Digital Customer Communications AnalystLocation: Newcastle upon Tyne Contract Duration: 6 Months Rate: 170 a day Inside IR35 UmbrellaWork Pattern: 37.5 hours per week (Rotational Shift Roster)My client is currently seeking a Digital Customer Communications Analyst to join an industry-leading global business consultancy, supporting a major UK telecom project on-site in Newcastle. In this role, you will be at the heart of daily customer engagement, focusing on non-voice, real-time messaging, and live chat channels. You will work within a collaborative, fast-paced operational team to analyse customer interactions, resolve day-to-day queries, and help drive continuous improvements across digital touchpoints.Key ResponsibilitiesManage and respond to live chat interactions, web messaging, and digital customer queries with speed, clarity, and accuracy.Investigate lower-complexity customer challenges, identifying underlying causes and delivering effective solutions.Review daily interaction data to help spot trends, gather insights, and provide feedback to team leads to enhance the overall customer journey.Work closely alongside team members and operational leads in a structured environment to maintain service quality and hit key performance benchmarks.Essential SkillsTelecoms Domain: Solid background in Telecoms, Broadband, or Mobile.Live Chat and Non-Voice: Hands-on experience with Live Chat, messaging, or digital support platforms.Analytical: Skilled at reviewing interaction data, ..... full job details .....