Case Investigation Analyst - Livingston
Case Investigation Analyst
Case Investigation Team
37.5 hours per week
Flexible 5/7 days
In Sky's Customer Service Group, we want to offer the best service in the country. Within Case Investigation Team we do whatever it takes to deliver an exceptional experience for our customers when they need us the most.
Case Investigation Analysts play a critical role in making this happen, we build trust and confidence in Sky by doing the right thing for our customers and our business . Within Case Investigation we support the business by providing expertise, knowledge, skills and processes, always having the business and the customers' needs in mind.
Everything we deliver is underpinned by the 3 essential attributes that guide the way we work:
· People come to us because we are approachable and friendly
· We are easy to deal with as we tailor our approach to our customers while remaining professional and positive throughout.
· We are here to help with all types of enquiries regardless of complexity and will always act with empathy
EXPERTS IN OUR FIELD
· We continue to develop and improve our knowledge by proactively keeping ourselves up to date.
· We might not have all the answers, but we use our network, questioning skills and experience to build our knowledge.
· We share best practice to help coach our colleagues.
· We are creative and solution focused in our thinking.
· We seek feedback and look at ways to continually improve our performance & decision making.
Engaging with stakeholders across the business, sharing insight and feedback.
The Case Investigation Team work closely with the broader Compliance area, Data Protection Team, Legal Fraud and Customer Priority Teams. Working in a bespoke function, the work we do is varied so having the ability to be agile, can work across different work streams at the same time as providing an exceptional experience.
The Case Investigation Analyst will work across all workstreams, delivering analysis, reporting and insight, identifying opportunities to improve business processes, . An expert who delivers exceptional service to the business and our customers, you will be a specialist in your field.
To work in a collaborative way to ensure our customers, colleagues and stakeholders gain insightful feedback, supporting our teams to understand and meet regulated timelines. Ensuring that you fully understand the importance of compliance and the regulated processes in which you work.
The Case Investigation Analyst will work as part of team, be well-connected within Sky and share their expert knowledge to encourage operational areas to follow correct policies and procedures.
We are looking for you to demonstrate the following:
Excellent reporting and analytical skills
·A good understanding of all customer management tools.
·An ability to understand customer accounts and analyse them quickly.
·Passion for process improvement.
·Comfortable working with ambiguity.
·Experience in collating key pieces of data under strict timelines.
·Use investigatory skills to understand the issue and find a solution.
·Excellent attention to detail when gathering account information, listening to calls and providing written summaries
·An ability to communicate and bring to life analysis, to all levels within the organisation.
·An ability to quickly use judgement and effective decision making to establish the correct response.
·Proven interest in compliance with a clear passion for insight and analysis.
·An understanding of regulatory and compliance adherence processes.
·Excellent communication and interpersonal skills with the ability to build and maintain strong working relationships.
·Strong evidenced experience in MS Office and reporting tools.
·Efficient time management and good prioritisation and organisational skills.
If your able to work within this fast-paced environment and up for a challenge, then this is the job for you.