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Customer Support Analyst - Procurement Support | 6 Months Rolling | Kegworth

We are currently looking for a Customer Support Analyst to working within procurement support for one of our clients on a 6 month rolling contract.

You will be providing support and advice to resolve requests from colleagues and suppliers. You will be working closely with a number of teams and you will deliver an efficient and effective service to resolve issues and requests in a timely and customer focused manner.

Your responsibilities will include the following:
  • Respond to customer calls / contacts in a timely and professional manner to ensure maximum service levels and availability, ensuring that all personal targets are met.
  • Perform monitoring of relevant request queues, taking action on all requests for colleagues within the agreed SLA. This may include ensuring tickets/requests are raised as soon as possible, following up queries, liaising with 3rd parties on delivery times and reporting. Accurately update all systems at each stage.
  • Working as part of the team to ensure the Purchasing Support team delivers and exceeds against challenging KPI's.
  • Ensure own personal KPI's are met for your specific area and understand how these roll up to overall Service centre targets and performance.
  • Ensure all operational functional / support roles and analytical tasks are processed in a timely, efficient and professional manner.
  • Maintain knowledge of key systems and processes in order to raise the percentage of requests resolved within the Service Centre.
  • Escalate any potential service impacting issues to prevent jeopardising service level expectations. Take ownership of the issue until handover ensuring continual communication with the internal customer.
  • Build and maintain strong relationships within the Request team as well as with our external customers.
  • Apply the end to end support model to all Requests and develop relationships with key stakeholders.
  • Supporting the businesses operational effectiveness and productivity across all work streams.
  • Contribute to the building and maintenance of knowledge documents and processes that support colleagues / suppliers.
  • Manage your skills gap matrix and development plan.
  • Support workplace and technology initiatives to improve customer experience and help create a working environment which demonstrates high performance.
  • Identify trends and patterns in repeat incidents to contribute to the problem management strategy and reducing repeat issues.


Skills Required:
  • Strong communication skills
  • Previous customer service experience
  • Computer skills
  • Experience of working in a Service Centre environment
  • Understanding of KPI target driven environment
  • Ability to prioritise tasks with good time management and work on own initiative
  • Flexible working hours will be required to cover the range of services delivered
  • Confidence in dealing with influential people who make special demands


If you think you would be a good fit for the role, please apply here or call 020 7654 1031. We look forward to hearing from you!

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age

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