At Eurostar we’re busy making Europe’s most loved travel experience better than ever. Join us and you’ll be part of a dynamic, connected, cosmopolitan team that feels at home in four countries and shares the same goal – to create an experience for our passengers that’s always truly exceptional. Do you want to be part of this journey?
An opportunity has arisen to join the Commercial - Contact Centre team as its Senior Lead Data and Reporting (Customer Service).
The Senior Lead Data & Reporting for the Customer Service will play a crucial role in enhancing the customer experience by leveraging data analytics and reporting. This position will involve leading the MI Data & Reporting Specialist, developing data-driven insights, and creating comprehensive reports, as well as associated analysis and commentary, to support strategic decision-making within the customer service department. These need to appeal to a broad target audience of Contact Centre Advisors, management, the Customer Service Director, and Chief Commercial Officer
This role can be based in Brussels, or Ashford.
This is a Grade THIF G
We are looking for someone to...
REPORT:
- Deliver daily, weekly, monthly, and ad hoc operational reports in an intuitive and insightful format, with relevant commentary to show overall and individual performance and customer insight, as well as emerging trends. Ensure analysis of findings is documented and make recommendations for future changes together with the customer service leadership team.
- Ensure the accuracy, reliability, and consistency of data collected and reported.
- Actively support the data improvement journey in Eurostar by being a SME for insightful reporting and data and Data tools.
- Maintain performance data on local display screens to support day to day operational needs.
- Use CRM tools in conjunction with real time volumes to analyse any deviations to trends and provide insight to the Leadership team and wider business.
- Ensure adherence to data privacy regulations and best practices in data management.
- Report on customer feedback and pain points and share them with the Leadership team, the Business Improvement team for digital, tools & process topics, and with the rest of the business (Operations, Customer Experience...)
ADVICE:
- Analyse performance to deliver continuous improvement methodology to all processes and tasks to drive efficiency and control costs, whilst maximizing commercial revenue.
- Build and maintain close working relationships with internal and external stakeholders
- Stay informed about industry standards and integrate them into reporting practices.
- Provide support within the team: cover for absence of Resource Planning & Forecasting Specialist, support to the Business Planning & Support Manager and insight and direction to the Real Time & Adherence Coordinator managing agent performance.
- Actively support, by using data and creating insights, delivery of technologies that deliver improvements into contact routing, contact avoidance, AI, and management.
- Maintain an action plan regarding customer pain points and their resolutions with the Leadership team, the Business Improvement team for digital, tools & process topics, and with the rest of the business (Operations, Customer Experience...)
TRACK:
- Assist with the reviewing and delivery of annual budgets for the contact centre, including modelling scenarios both for improvements and for potential transference of future workloads.
- Accurately forecast costs in line with future budget and headcount changes as well as monitoring actuals
Requirements
You'll need ...
Essential Skills
- The ability to analyse complex datasets, draw meaningful conclusions, and make data-driven recommendations.
- The ability to step back from the numbers and identify the high-level story, trends, and what it means in terms of business performance.
- The ability to create engaging charts and graphical visualisations to devise intuitive reporting that instantly tells the story.
- To be proficient in data analysis tools and software (e.g., Excel, Tableau, Power BI…).
- An excellent verbal and written communication skills, with the ability to present data insights.
- The ability to show confidentiality in approach and maintain this in an environment with access to personal and commercially sensitive information.
- The ability to work collaboratively across departments and build strong relationships with stakeholders.
- An understanding of data privacy regulations (e.g., GDPR) and best practices in data management.
- The willingness to stay updated on industry trends, tools, and technologies related to data analytics and customer service.
- The ability to monitor a budget
- To be fluent in english and to have a good level of french and/or ducth and/or german
Desirable Skills
- To be familiar with key customer service performance indicators such as Average Handling Time (AHT), Customer Satisfaction Score (CSAT), and First Contact Resolution (FCR).
- An experience of using call centre solutions (Vonage, SalesForce, Calabrio…).
- An experience with statistical analysis and modelling techniques.
- An experience with managing and coaching people
Benefits
- Travel benefits for work and play
- A great pension
- Exclusive discounts and perks
If you feel like your skills and experience are relevant for the role, please don't hesitate to apply!
Eurostar is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
