Details:
- Salary: £55,000 - 62,000 - Annum
- Job Type: Contract
- Job Status: Full-Time
- Salary Per: Annum
- Location: SW1V Victoria Greater London
- Date: 6 days ago
Description:
Our client an award winning SaaS organisation providing software solutions to the SME marketplace is now seeking an experienced Customer Success Analyst for a 12 month contract. Central London location, hybrid, with 2-3 days a week in the office.
You will help the team maintain a consistent and structured approach to handling investigations and incidents.
Skills
* Experience in incident management, investigations, operations up to Tier 3 level or an analytical role in a service environment.
* Strong analytical skills such as Google Workspace and Tableau.
* Comfortable using Slack, Salesforce, Jira, and similar operational tools.
* Ability to identify patterns in data and turn insights into actionable recommendations.
* ITIL Foundation preferred.
Responsibilities:
* Support timely and consistent handling of incidents, investigations, and related case work.
* Ensure cases are triaged and progressed in line with expectations, highlighting gaps in speed, quality, or process.
* Perform root cause analysis and identify trends across incidents and recurring issues.
* Provide analytical insights that help prioritise fixes and improvements .
* Contribute to improvements that resolve issues more quickly.
Benefits
* Global company, long contract
* Hybrid role
* Free breakfast