Service Analyst

Posted 01 September 2023
Salary £20,000-£30,000
LocationNewcastle upon Tyne
Job type Permanent
Contact NameSarah Millar

Job description

We’re looking for a Service Analyst to join a leading FTSE 250 business that is expanding their Newcastle operation.

In this role, you will be working closely with the Senior Manager to deliver effective service management of their outsource partners and relationships, including performance reviews, QA, and risk reporting.

You will work with several internal business areas and teams as well as work closely with their outsource partner, acting as an escalation point for any process, performance, or customer issues.

This opportunity has a salary of £20,000- £30,000 per annum, depending on experience.

Hybrid work opportunities are available, working 2 days in the office and 3 days at home, across Monday to Friday.

This is an excellent opportunity to build your career with a company that puts a lot of emphasis on training and development.

Applicants with previous contact centre team leader experience or data analyst skills would be highly desirable.

Graduates with analyst experience or a related qualification would also be desirable for this post.

The role:

  • Supporting the day-to-day management of the outsourced partner and relationships

  • Tracking operational performance against the agreed metrics to ensure standards are being met and when required actioning improvement opportunities

  • Regularly reviewing customer feedback and MI to improve service standards

  • Taking on a shared responsibility for risk, control, and continuous service improvements

  • Creating reports for monthly performance reviews

  • Ensuring you are up to date on any regulatory changes that may impact operational processes


  • 26 days holiday

  • Christmas and New Year’s Eve are non-working days

  • Flexible benefits to include selling or buying up to 5 days holiday

  • Eligibility to join their Share Saver Scheme

  • Eligibility to benefit from their Profit Related Pay

  • Company matches pension influence up to 5%. At 6% however, the client will put in 10%

About you:

  • Excellent communication skills and the ability to build relationships at all levels.

  • Strong written communication skills.

  • A desire to learn and build a career within financial services.

  • Analytical, confident, and self-motivated with excellent attention to detail.

  • Able to work under pressure, manage your time effectively, and work on your own initiative.

  • Excellent decision-making and problem-solving skills.

  • Excellent communication skills at all levels.

  • Strong written communication skills.

  • Strong numeracy and Microsoft Office skills.

Our client promotes flexibility around how and where they work so that they can achieve a healthier work-life balance. Of course, for them to provide the best service to customers and remain successful, individual business areas will adopt different approaches to how flexibility is implemented, which will be discussed at the interview.

If this sounds like the opportunity you’ve been looking for then send your CV today and a member of the team will be in touch!