Data Analyst - Customer Services

Company Description Taylor & Francis is one of the world’s leading publishers, producing high-quality, peer-reviewed academic journals, books, e-books, and reference works. Since 1798, our mission has been to empower learners, thinkers, and doers with trusted knowledge that sparks research and enriches lives. We cherish diversity and bring together a variety of people, ideas, and perspectives, validating and publishing the expert opinions, theories, and truths that matter. We genuinely believe in nurturing human progress through knowledge. This involves promoting diverse ideas and voices, ensuring all works that comply with our rigorous standards of quality are considered for publication. We encourage open debate and healthy skepticism, defending perspectives that stand up to scrutiny, even if they differ from our personal beliefs. If this resonates with your principles, we'd be delighted to hear from you. Job Description Every day, millions of people consume our content. Are you interested in contributing to this journey? We're seeking a skilled and self-driven Data Analyst to help manage and keep track of our Customer Service team's performance. This position resides within a global department and reports to the Reporting, Analysis, and Control Manager. The successful candidate will aid in improving all transactions within Customer Service. You'll be working from home four days a week, with one day every week at our office in Milton Park, Oxfordshire. We foster a healthy work-life balance, wellbeing, and flexible work environment at Taylor & Francis and we have a thriving business with a collaborative team. We value your skills and experience and provide opportunities for you to develop, innovate, and expand in your areas of passion. Application deadline: 9th October 2023 Responsibilities will include: - Quality assurance analysis and control - Creating and maintaining Salesforce dashboards and reports. - Creating, maintaining, and improving Power BI dashboards and reports. - Creating, maintaining, and improving small-scale automated solutions using Excel VBA, Power Automate and similar apps. Qualifications The ideal candidate will possess: - Proficient knowledge of Microsoft Office, including Excel and Power BI - Extensive knowledge and experience with Salesforce, especially with report and dashboard creation - Understanding and experience of Lean 6 Sigma methodology - Strong communication skills - Exceptional interpersonal skills - Ability to work under pressure and prioritize tasks - Analytical and problem-solving skills - Teamwork and collaboration skills - Ability to maintain a positive and flexible outlook Experience in a Customer Service environment and knowledge of various CS processes would be a significant advantage but is not mandatory. Additional Information What we offer in return: - Excellent work/life balance with great flexible working culture - 25 days of annual leave plus an extra day off for your birthday - 3 extra discretionary days off at Christmas each year - 4 paid volunteering days per year - Employee assistance programme - Share Match Plan - Pension scheme - Life assurance You must have the right to live and work in the United Kingdom. The role is primarily home-based, with approximately one day a week spent at the office. Consequently, you must live within a commutable distance to our Abingdon, Oxfordshire office. Application Process: After receiving your application, we may contact you for initial screening or ask you to complete a short video interview. Then, you'll be invited to attend a competency-based interview, either virtually or in person. The final step is the second stage interview before we extend an offer to the successful candidate. To ensure every candidate can showcase their abilities, we provide flexible interview arrangements. Whether you need the application form in a different format, extra time for questions, or any other considerations, we're happy to accommodate. Please contact [email protected] At Taylor & Francis, we believe that diversity in thought and people is invaluable. We're an Equal Opportunity Employer and promote a supportive, inclusive work environment, encouraging you to apply even if you don't possess all the listed skills or experience. We subscribe to the idea that many skills and experiences are transferable, and you might just have what we need.