• Profile

Information & Quality Analyst

Customer Service
Salary Details:
Up To £30,600 Inclusive of Bonus
About The Company
Wren Kitchens is the UK's number 1 kitchen retailer! Wren is a privately-owned, family-run business which is passionate about kitchens and delivering a world-class customer experience. In the financial year of 2019 we recorded revenue of £700m.

We’re proud to say that we manufacture all our kitchens out of three, state-of-the-art factories, here in the UK. Wren is famous for having the biggest range of kitchens. We provide tailored kitchens at DIY prices. And with the largest range of colours and styles, Wren provide the creative freedom to inspire customers and build their dream kitchens.

In 2020 Wren was proudly named #1 top-rated retail workplace in the UK. In addition to this, The Telegraph recognised us as the fastest-growing bricks and mortar retailer and the Sunday Times ranked us as the 12th largest, privately owned company in the UK.
About The Role
Due to our continued growth, we’re looking to recruit an Information and Quality Analyst within our Customer Service Team. You will play an integral role within this team, providing improvements to innovate our customers experience and user experience. You will meet with Stakeholders of the business weekly to pass across key updates to the business, along with data on the analysis you have completed. This is an innovative role and having the ability to work within a fast paced environment is essential.
Main Responsibilities:
  • Provide realistic and data proven improvements to innovate our customers experience and user experience
  • Look at ways to reduce customer contact by self service to benefit customer experience
  • Review existing policies and make suggestions for changes and improvements and how to implement them
  • Measure performance and identify any areas of weakness, recommending and implementing improvements
  • Assess the effectiveness of changes made with proven data
  • Review feedback from customer operations, analyse and manage improvements with stakeholders across the business
  • Deliver business change including system and change through customer operations in a user and learner friendly way
  • Support Wren Training Team to implement business changes and updates in customer operations
  • Manage and deliver new product and business updates to customer operations 
What Wren Offer:
  • Free access to our state of the art on site gym, open 24/7
  • Enjoy subsidised meals in our two fantastic restaurants
  • Free on site parking
  • Customer Service Employee of the Month with perks including dedicated parking spaces and gift vouchers
  • Customer Service Refer a Friend Scheme with the chance to earn up to £500 for each referral
  • Free refreshments brought directly to your desk throughout the day
  • Free annual eye tests as well as a contribution to new glasses
  • Free uniform included that you can also claim under the HMRC allowance
  • Nationally recognised qualifications available after 6 months continuous service
About You
Desired skills and knowledge:
  • Excellent stakeholder engagement
  • Good Excel skills would be extremely beneficial
  • Excellent communication skills
  • Good planning, time and project management skills with the ability to deal with multiple demands on time and deal with ambiguity
  • Innovative and creative in finding solutions/ designing improved methods, systems and processes
  • High attention to detail and ability to identify root causes of variances, executing solutions once identified