Vacancy Information
We are looking for an Efficiency Analyst to support our Customer Care Team by championing our systems & processes whilst using customer feedback to drive improvements for our customers. It will be the role holder’s responsibility to drive internal efficiencies by streamlining processes and using the systems available to our advantage.
The role requires an individual who is organised, methodical and has a good attention to detail. The role will involve a mixture of system admin and process analysis, proactively identifying areas the Customer Care team can work more efficiently. It will also require data analysis on Microsoft Excel to identify opportunity areas from customer feedback (training provided).
We can offer you:
- Competitive pay
- 21 days (4.2 weeks) annual leave, pro-rated, increasing with service, plus bank holidays and 1 additional floating day
- Colleague discount, up to 50% off our own-produced products
- Paid breaks
- Free hot drinks while on a shift break
- 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
- 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
- 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
About the role
The hours of the role will typically be Monday 7am – 3pm, Tuesday to Friday 9am – 5pm and the first Sunday 8am – 4pm of each business period. Flexibility will be required based on business needs. This is an office-based role in Greggs House at Quorum Business Park.
What you'll do
Key Responsibilities Include:
· Ensure all Customer Care Processes are documented, up to date and user friendly for Customer Care advisors to easily access and follow.
· Work with stakeholders for process and response sign-offs.
· Maintain Supporting documents, ensuring useful and relevant information is available for Customer Care advisors to access.
· Explore implementing new contact channels for customers to contact us through.
· Maintain data sets and responses in the system, ensuring all data in the system is up to date.
· Continuously review Customer Care processes, identify improvement areas to deliver efficiency gains and work with stakeholders to deliver them.
· Support Customer Feedback Analyst with data analysis.
About you
Skills Required
- Good planning, organising and problem-solving skills.#
- High level of accuracy with a strong attention to detail.
- Strong analytical skills.
- Good interpersonal skills.
- Ability to communicate and influence.
- Good written and verbal communication skills.
- IT literate.
- Eager to learn and develop.
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.