Senior Ops & Customer Service Analyst

Chemist4U is seeking aSenior Ops & Customer Service Analyst to join its team in Skelmersdale. This pivotal role leverages analytical expertise to enhance customer experience, drive operational efficiencies, and support the mission of delivering high-quality, accessible healthcare.

• Job Title: Senior Ops & Customer Service Analyst
• Pay: £40,000 per year
• Job Type: Full-Time
• Contract Type: Permanent
• Closing Date: Not specified (apply promptly)

About Chemist4U

Chemist4U is one of the UK's largest online pharmacies, processing over 200,000 prescriptions monthly. The company is committed to making healthcare affordable, accessible, and convenient. Its mission is to simplify the medication journey by investing in people and technology, guided by values of collaboration, integrity, positivity, growth, and customer centricity.

Job Summary

The Senior Ops & CS Analyst will collaborate with cross-functional teams to identify trends, develop actionable insights, and implement solutions that elevate customer satisfaction and warehouse efficiency. The role requires strong analytical skills, problem-solving abilities, and a proactive mindset.

Key Responsibilities

• Analyse warehouse efficiency data (pick/put away/non picks/labels/etc.) to identify areas for improvement
• Analyse customer service data (tickets, calls, metrics) to enhance customer experience
• Develop and maintain reporting tools and dashboards to monitor KPIs
• Collaborate with product and engineering teams to influence product improvements
• Conduct root cause analysis and implement effective solutions with stakeholders
• Develop demand planning models to support customer service operations

Candidate Requirements

• Exceptional analytical and problem-solving skills
• Strong communication skills (verbal and written)
• Proactive, results-oriented mindset with passion for customer experience
• Ability to work collaboratively in a remote environment

Qualifications & Experience:

• 3+ years in operations, customer service, or related roles with focus on data analysis and process improvement
• Proven track record of developing actionable insights to drive strategic decisions
• Experience with CRM software, contact centre tools, warehouse terminology, and analytics tools (Looker, Excel, SQL)
• Familiarity with customer experience methodologies (Net Promoter Score, Customer Satisfaction Score)
• Funded gym membership
• Company pension scheme
• Funded training
• 30 days holiday
• Free office drinks and snacks

Application Process

Applications must be submitted directly to Chemist4U.

How to Apply:

• Prepare your CV highlighting operations, customer service, and data analysis experience.