Digital Customer Communications Analyst
Location: Newcastle upon Tyne
Contract Duration: 6 Months
Rate: £170 a day Inside IR35 Umbrella
Work Pattern: 37.5 hours per week (Rotational Shift Roster)
My client is currently seeking a Digital Customer Communications Analyst to join an industry-leading global business consultancy, supporting a major UK telecom project on-site in Newcastle. In this role, you will be at the heart of daily customer engagement, focusing on non-voice, real-time messaging, and live chat channels. You will work within a collaborative, fast-paced operational team to analyse customer interactions, resolve day-to-day queries, and help drive continuous improvements across digital touchpoints.
Key Responsibilities
- Manage and respond to live chat interactions, web messaging, and digital customer queries with speed, clarity, and accuracy.
- Investigate lower-complexity customer challenges, identifying underlying causes and delivering effective solutions.
- Review daily interaction data to help spot trends, gather insights, and provide feedback to team leads to enhance the overall customer journey.
- Work closely alongside team members and operational leads in a structured environment to maintain service quality and hit key performance benchmarks.
Essential Skills
- Telecoms Domain: Solid background in Telecoms, Broadband, or Mobile.
- Live Chat & Non-Voice: Hands-on experience with Live Chat, messaging, or digital support platforms.
- Analytical: Skilled at reviewing interaction data, spotting trends, and resolving service issues.
Location: Newcastle upon Tyne | Contract Duration: 6 Months |Rate: £170 a day Inside IR35 Umbrella
This is an ideal opportunity for a mid-level digital support or chat specialist looking to gain experience with a world-renowned consultancy, working on high-visibility project deliverables in a vibrant office setup. If this seems of interest to you then please apply to the AD or send your CV to Iram.Shariff@randstaddigital.com
Randstad Technologies is acting as an Employment Business in relation to this vacancy.
...
