Consumer Support Analyst
On-site · Cardiff, Wales, United Kingdom
Job Summary
As a Consumer Support Analyst in our Cardiff-based team, you will be the first point of contact for consumers, managing case processes from start to finish within defined SLAs and KPIs. You will handle logging, tracking, updating internal documentation, and ensuring tickets are resolved satisfactorily. You will respond to consumer rights requests (e.g., Subject Access Requests), investigate data enquiries, apply Notice of Corrections, and provide timely, accurate communications to the business and colleagues. The role emphasizes accuracy, organization, and professional written communication, with collaboration across stakeholders and adherence to GDPR. Familiarity with Regulated Services, data governance, and a KPI/SLA-driven mindset is required.
Required Qualifications
- Great customer service and admin skills
- KPI/SLA driven environment
- Experience within Regulated Services industry
- MS Windows operating systems and office applications
- Understanding of GDPR requirements
- Ability to understand consumer needs and ask effective questions
- Strong attention to detail and clear written communication skills
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