Customer Care Analysis Manager

Vacancy Information

Due to an internal promotion, we have an exciting opportunity to join our Customer Care team. This is a great development role that provides brilliant opportunities to work with a wide range of functions across the business and drive meaningful changes to improve our customer experience.

The role involves leading our efficiency analyst to own our Customer Care systems and processes to ensure they are efficient, robust, protect data integrity and deliver the best experience for our customers. Another key area of the role is leading our Customer Feedback Analyst to drive actionable insight to improve the customer experience across all channels.

We can offer you:

• 25 days (5 weeks) annual leave, pro-rated, increasing with service (in addition to bank holidays), plus 1 additional floating day

• Management Bonus Scheme which is worth up to 10% of your salary

• Profit share: We want everyone to share in the success of the business, so we distribute 10% of our profits to all our employees who have at least 6-month service, or more, each year

• Private Medical Insurance which is free for you and subsidised for your dependants

• Permanent Health Insurance which is a replacement income scheme

• You will automatically join our Greggs pension scheme which is a fantastic way to save for your retirement and allows you to benefit from employer contributions and tax advantages

• Defined contribution management pension scheme

• Death in service benefit which provides a lump-sum payment equal to 4 times your year’s salary

• Colleague discount, up to 50% off our own-produced products

• Share save schemes that let you buy discounted Greggs shares, by saving a set amount of money over a fixed time, to have an even bigger share of our profits

• Career progression and learning and development

• Employee Assistance Programme; A free, confidential helpline, offering advice and support with financial, relationship, work-related and wellbeing issues, 24 hours a day, 365 days a year. Including a mobile app providing a range of wellness content on physical, mental, social, and financial wellbeing

• Perks and savings, such as digital gift card discounts, online cashback, in-store and online coupons and lifestyle offers

• Cycle to Work scheme

• A company who cares about our communities; the environment and being a better business! Click here to read about The Greggs Pledge

• Colleague Networks – internal groups where colleagues and their allies can share their own experiences, offer feedback on the way we do things at Greggs, and provide support to one another

What you'll do

• Use Customer Feedback and other data sources to create actionable insight that can be used to drive positive changes to our customer experience across the business.
• Create, monitor and analyse Key Performance Metrics across all retail shopping channels (ensure that we maximise the CX metrics in place for walk-in, seat-in, drive thru, click + collect, and delivery channels).
• Ensure the Customer Care System is well configured and continuously improved to give efficient ways of working, great quality service and rich insight.
• Work with key stakeholders to ensure processes are robust, gather necessary information and trigger the right actions following customer contact.
• Support in driving a high performing Customer Care team by providing KPI metrics and analysing data to identify opportunity areas.

About you

You will fit right into this role if you:

• Have advanced IT skills including Microsoft 365, Excel, SharePoint, Word, Outlook, PowerPoint, and Teams.
• Have strong analytical and problem-solving skills with experience of analysing large datasets and issues to identify current and potential problems and develop and implement workable solutions.
• Can demonstrate a proven ability to provide excellence in customer service.
• Are results focused with strong planning, prioritising and organisation skills.
• Can multi-task and work with multiple priorities at pace, delivering results within tight timescales
• Able to engage and work collaboratively with other teams to make improvements to processes and influence stakeholders at all levels
• Enjoy being part of a hard-working team, sharing the same end goal, and celebrating results together
• Are supportive of an inclusive culture – recognising and valuing that difference is good
• Want to develop and are ready to work alongside some great people and have lots of fun on your Greggs journey!

About Greggs

Here at Greggs, we love what we do, and we have fun! What makes Greggs so special is our culture – the way we are, the way we behave and the way we support each other. We're hard-working, but above all else we're family; and it doesn't matter who you are, where you're from or what your favourite bake is, we’d love you to join us! We want everyone to feel welcome at Greggs and our colleagues to be able to be themselves at work, whatever their background, preferences, or views.