An established company is seeking a Customer Service Analyst to manage essential back-office customer activities. This role is dedicated to upholding high service standards and adhering to Service Level Agreements (SLAs) to deliver exceptional service.

Key Responsibilities:

Process customer service payments, ensuring compliance with Key Performance Indicators (KPIs) and SLAs.
Control and reconcile unallocated payments, ensuring timely allocation to customer accounts, including cash postings and refunds.
Deliver excellent customer service by effectively resolving payment queries.
Manage daily customer payment activities and allocations using the customer management system.
Identify and implement process improvements to enhance departmental efficiency.
Collaborate with internal departments and the finance team to resolve payment issues.
Handle daily, weekly, and monthly tasks to ensure efficient service delivery, with a focus on month-end posting requirements.
Maintain Experian records
Stay informed about current operational and compliance policies, attending training sessions as required.
Adhere to FCA regulations regarding vehicle finance cancellations and unwinds processes.

Operating Hours:

35 hours per week, typically 5 days per week and 1 in 4 Saturdays.
Business hours: Monday to Friday: 8am – 8pm, Saturday & Sunday: 9am – 6pm.

Required Knowledge and Experience:

Relevant business experience within the financial sector.
High accuracy and attention to detail.
Effective time management, planning, and organisational skills.
Problem-solving abilities and decision-making independence.
Data entry and payment processing experience.
Strong written and verbal communication skills.
Advanced knowledge of Microsoft Office Suite (Word, Excel, Outlook).
Minimum of 2 years of experience as a Customer Services Administrator or similar role.

Values and Behaviors:

Positive mindset with a focus on continuous improvement.
Open and transparent communication style.
Flexibility and adaptability.