Job Description

Join us as a Customer Service & Operations Analyst, Remediation Team

• We'll look to you to deliver successful outcomes for your customers by investigating their queries, completing administration tasks, supporting business processes and procedures, and understanding the needs of our customers and the business
• Working with a supportive and collaborative team, you'll be speaking to customers directly on the telephone on the back of direct mailings relating to remediation activity
• You'll be liaising with customers and businesses to accurately collect information in order to solve their queries and support future strategies
• We're offering this role for a period of 6 months
• This job does not meet Skilled Worker visa sponsorship requirements

What you'll do
Joining a specialist remediation team as a Customer Service & Operations Analyst, you'll be speaking directly with customers and the business to collect and analyse the required information. You'll be working together to deliver the most successful outcomes for the business and our customers. You'll be responding to queries from customers promptly and tactfully within our SLAs.
Your day-to-day will include:

• Responding to complex customer queries and process, authorise and investigate transactions
• Authorising and investigating all transactions to our KPIs
• Collecting and analysing the required information from the customers and businesses
• Participating in initiatives that help improve our customer service, processes and procedures
• Reviewing processes which could be automated or enhanced to improve the customer and business experience

The skills you'll need
We're looking for someone with strong interpersonal skills to listen to our customers, develop relationships with them and maintain an understanding of their needs at all times. In order to excel in this role, you'll have strong customer service abilities along with customer and industry knowledge. You'll also work well in a fast-paced environment and have good organisational skills to deliver to deadlines.
You'll also demonstrate:

• Knowledge and experience of Remediation
• An awareness of changes in trends, policies and regulations
• An understanding of our industry and its customers
• Experience of managing stakeholder relationships
• A positive approach to flexible working with a minimum requirement of 2 days per week in the Manchester office

Hours 35
Job Posting Closing Date: 13/02/2026
Ways of Working:Hybrid

Skills Required