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Data Analyst
at Gousto

go back to Customer Support Jobs
  • London
  • fulltime

Gousto are on a mission to become the UK's favourite way to eat dinner!

Delicious recipes, precise ingredients & a dollop of adventure, delivered to your door. We have invested into our technology, data capability and our product to ensure the customer is at the heart of what we do. Every aspect of our business is powered by our passion.

Whether it is innovation through our recipe development, building algorithms to optimise our recipe box journey or devising strategies to reduce plastic and food waste. All our teams play a part in our amazing growth in the UK!

Our DREAM? To be the most-loved way to eat dinner, and for every meal to leave the planet better off. Gousto is changing how people shop, cook and eat food at home. It’s an incredibly exciting time to join our team!


Data Analyst Opportunity!

You will sit within the Analytics department and through analysis of our customer communications, spot trends and understand where we should focus our efforts to improve customer retention and reduce costs. You will work closely with the department to understand how to improve agent efficiency by reviewing systems and processes. You will suggest where these can be improved to increase agent productivity and drive forward key metrics.

In addition to the above you will be supporting one of our Customer Care squads in understanding opportunity areas which will reduce compensation whilst maintaining retention and customer satisfaction (CSAT).

Activities you will be involved in:

  • Resource Planning - Through a mixture of Forecasting, Capacity Planning and Staff Planning, you will create schedules to ensure we have sufficient resources to handle all communications within our company SLAs.
  • Real Time Management - Working with Team Leaders to watch real-time agent behaviour and understand how shrinkage can be reduced.
  • Reporting on KPIs - Provide weekly updates on key metrics such as CSAT (customer satisfaction), first contact resolution rate, time to response, average refund amounts and agent productivity.
  • Improving our self-serve capabilities for customer contacts and advising on opportunity areas to automate compensation.
  • Deep-dive analysis to understand the biggest contributors to CSAT.


Our Culture

You’re a confident self-starter, able to juggle multiple projects in a dynamic, exciting and entrepreneurial environment. You take initiative and are a problem-solver with an eagle eye for detail. You’ll consistently go the extra mile to apply and achieve a high standard across everything you do.

Dream - Today’s good is tomorrow’s mediocre. We’re always looking for ways to improve Gousto, our team and ourselves.

Deliver - We understand where we can add the most value and obsess about making improvements every day.

Care - We can only achieve big things by working collaboratively. We respect different people’s skills, experience and points of view. We work as one team.

Requirements

  • Previous experience in an analytics role - you have proven experience building and managing data reporting and MI
  • Experience of using SQL in a business environment
  • Analytical horsepower – you can fetch the data you need, understand it and tell an airtight story around it
  • Autonomous and proactive – you initiate and drive projects with minimal guidance
  • You have experience working in a business providing commercial results and analysis – you understand the wider strategy, you are able to trade off multiple considerations and make clear and sensible recommendations
  • Experience of working in a fast paced, data driven environment where your work has driven both insight and actions


Nice to have!

  • Some experience using coding languages such as Python or R would be beneficial but not essential
  • Experience of working in a similar role such as Resource Planning or Real Time Coordinator would be beneficial but not essential

Benefits

At Gousto we are constantly looking to evolve our benefits for our people. Employees at Gousto are the key ingredient to our success and growth!

Our offices are ergonomically tested for comfort, noise levels and ensuring we have different spaces to collaborate in. Not to mention daily coffee, tea, fruit and ice creams (vegan options too!). We have weekly Friday socials ranging from team updates, birthday celebrations, meet ups and more! Soft drinks, beer, wine and more snacks included! (Well we do love food)

All Gousto employees are offered a benefits package of:

  • 25 days holiday (plus bank holidays) - You can buy up to 5 days extra holiday!
  • A holiday day added each year (up to 30 days)
  • 40% Gousto discount
  • Your first Gousto box FREE
  • 25% Gousto discount for friends and family
  • Free food & recipes from the test kitchen
  • Gousto stash - hoodie, notepad, mug

For the full Gousto list of benefits just get in touch and we can share all the details!


Equal opportunities

Whether it is creating diversity in our recipes or building new teams, we care about our people and the opportunities they have at Gousto.

We are committed to equality of opportunity across our organisation. At all levels we promote equality, ensuring our people are consistently treated in a fair and equal manner.

Go Gousto!

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