Data Analyst- Customer Service

Data Analyst- Customer Service 

Hybrid Role with 3 days onsite in Cheltenham
Salary £40-£42K (subject to skills and experience) + fantastic benefits including company bonuses, healthcare plan and generous pension scheme.

Designing award-winning products for our market-leading brands – Mira Showers, Rada, and Recoup - is our lifeblood. We focus on investment; investing in the best technology and resources available, and investing in each and every individual. Put simply, it’s who we are. Whether you arrive at our factories in Cheltenham or Hull, have a visit from a Service Engineer or pick up the phone to our Customer Service team, you’ll instantly see that, no matter our department or location, we all share the same values at Kohler Mira.

From day one you’re part of the Kohler Mira community – a collaborative, forward focused team with a shared pride in our work and commitment to delight our customers, develop innovative products and services and inspire our people (who knew a bathroom manufacturing company did all this?!)

To help us reach our goals, we’re looking for a - Data Analyst – Customer Service Find out more below!

Opportunity

The Data Analyst – Customer Service is responsible for delivery of the data and insight to the activities of all the operational teams within Customer Service Operations. The insights will enable the leadership team to understand the gaps in our service standards and drive us towards service excellence. As part of the Service Transformation and Optimisation team your outputs will help define the initiatives to elevate the standards of service across all the operational teams.

As part of the Transformation and Optimisation Team you will work closely with other specialists to understand customer service delivery issues and give the wider team the insights required to enable process enhancements that focus on customer first outcomes.

You are a key stakeholder in enabling transformation of service delivery so that the best standards are met for our customers and a seamless service journey becomes the norm.

You will be required to work closely with the wider team to ensure a joined-up approach to Service Excellence is delivered. Wide stakeholder engagement will be required across all areas of Service Operations to enable delivery of requirements to meet each stakeholders needs.

Core duties include daily weekly and monthly data production and associated insights that help the business understand the overall performance of the Service Operations. You’ll be required to turn business questions into clear analytical objectives and hypotheses understanding the data requirements required to solve the problem.

The role is pivotal to achieving two key elements of the Customer Service vision – delivering best in class service and service revenue against budget.

Basic Function

• Provide detailed reports and analysis to enable the efficient running of service operations and assist in the scoping of transformation and optimisation initiatives to meet the criteria of service excellence.
• Sourcing the correct data sets that are clean and validated to enable reliable analysis.
• Exploratory and deep dive analysis that identifies trends, patterns, outliers and differences.
• Performance of root cause analysis for all service issues that have validated data sets.
• Translation of insights into clear and actionable recommendations that enable the service operation to implement changes as required.
• Ownership of the production of the department statistics and dashboards and adapting them as and when required to meet business needs.
• Production and validation of bonus reporting for all service operations schemes.
• Be the resident expert in reporting for all relevant platforms that include the current CRM and telephony platforms.
• Be a Power BI super user for Customer Service Operations with the ability to design new and update existing reports.
• Own the aged debt report and work with the relevant stakeholders to analyse opportunities to reduce to the lowest possible levels.

Skills/Requirements 

• Ability to analyse data and extract key information and present in a useful format for the intended audience.
• Approach the unknown with curiosity and be confident to challenge the status quo.
• Customer focused with an understanding of service and the drivers of customer satisfaction.
• Proven ability to manage priorities independently, owning end-to-end delivery of analytical outputs with a consistent focus on detail, accuracy, and quality.
• Minimum of two years’ experience as an analyst in a service environment.
• Ability to utilise all software required including making the best use of Copilot to speed up the process of analysis.
• Super user ability in Microsoft Power BI to develop new and maintain existing reports.
• Basic commercial acumen with understanding of cost drivers and potential impacts across the wider service function.

We can offer you a lot in return!

We empower each associate to #BecomeMoreAtKohler with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation. With a genuine commitment to creating better tomorrows, we’re driving meaningful change in our mission to help people live gracious, healthy, and sustainable lives.

About Us 

In the UK, Kohler Mira Ltd. is made up of three market leading brands: Mira Showers, Rada Controls, and Recoup Where our brands differ in market position, they are equal in their commitment to design, innovation, and providing a single level of quality regardless of price.  

Kohler Mira is committed to diversity and inclusion to drive our business results and create a better future every day for our diverse associates, consumers, partners, and global communities. As an equal opportunities employer, it is Kohler Mira’s policy to recruit, hire, and promote qualified people in all job classifications without prejudice. If, as an individual with a disability, you require adjustments during the recruitment process, please contact talentacquisitionuk@kohler.com. 

Note for Recruitment Agencies: The Kohler Talent Acquisition team is responsible for managing all current vacancies through direct hiring and referrals wherever possible. We do work with recruitment agencies, and where we require external support, we will formally release those vacancies to the agencies on our Preferred Supplier List deemed best placed to assist us. Speculative CVs sent by any agency to Kohler Co. without a specific request by our Talent Acquisition Team will not be accepted and with no introduction fee applicable. 

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