Customer Experience Analyst

Customer Experience Analyst - Remote - UK £26,000 - £30,000 DOE Hours of cover 8am to 6pm. 7.5 hours a day, on a shift basis Remote - monthly/quarterly meetings onsite The mission of the IT organisation is to deliver an efficient and effective service that has scalability and flexibility to support the demands of the business. Building strategic capabilities, enabling transformational efforts and embedding quality in all systems and processes. The Customer Experience team are the first point of contact for our business when engaging with our IT Support function and are responsible for ensuring the experience is a positive one. We''re keen for our relationship with the business to be strong and aim to always deliver a quality service. Job Responsibilities Service Delivery Answering Customer Support messages via telephone, e-mail, web portal and chat. Patiently listening to Customer queries and either resolving at first contact or accurately identifying the appropriate department to assist. Accurately recording Customer queries within our call logging software. Validating Customer contact details to ensure hassle-free future engagement. Owning the End-to-End progress of outstanding queries and proactively communicating appropriate updates to the Customer. Working within framework of best practices for IT Service Management. Using Knowledge Articles provided by Subject Matter Experts to increase first contact resolution. Actively looking for opportunities to ..... full job details .....