QUALCO UK
Client Performance & Service Improvement Lead | Togglit
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Performance Analyst
We are looking for an experienced, commercially aware and naturally curious professional who can help Togglit understand, explain and improve the performance of its growing service. You will bring together data from client portfolios, customer support operations and the Togglit platform, using reporting and analytical software to spot trends, investigate results and recommend practical, solution-focused improvements. The role will also play an important part in supporting customer service team queries, investigating recurring scenarios, coordinating escalations and helping resolve the issues that need closer attention.
You will produce clear, accurate and well-structured reports for clients and senior stakeholders, including Tier 1 banks and major utility providers. The role is about looking beyond headline measures to understand what is driving performance, where customer or operational outcomes could be improved, and which actions are most likely to make a difference.
This is a hands-on role with real ownership. Alongside leading client conversations and presenting findings, you may need to review data, investigate an unexpected result, support a customer service escalation, improve a reporting template, write the first version of a performance pack, test a system change, map a process or coordinate actions through to completion. You should be comfortable stepping into unfamiliar issues, asking good questions and finding a practical way forward.
Key Responsibilities
1. Analyse performance and turn insight into action
- Produce clear client, portfolio and operational performance reports that explain results, trends, risks and opportunities.
- Use Togglit and associated reporting tools to investigate performance, validate outputs and identify what is driving customer and operational outcomes.
- Turn findings into practical recommendations, with clear actions, priorities and measures of success.
- Work with Product, Technology, Operations, Risk and Compliance colleagues to resolve issues, improve reporting and make service improvements stick.
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2. Help clients get the best from Togglit
- Act as a trusted day-to-day contact for assigned clients, building strong relationships with operational and senior stakeholders.
- Support onboarding and placement set-up for Tier 1 banks and major utility providers, coordinating activity across data, configuration, testing, readiness and handover.
- Lead business reviews that bring together performance, customer outcomes, risks, opportunities and agreed actions.
- Coordinate client queries and service issues through to resolution, keeping communication clear, timely and evidence-led.
- Support customer service team queries and escalations, helping colleagues investigate scenarios, understand root causes and agree clear next steps.
3. Build strong, well-controlled operations
- Document and improve the processes that support onboarding, service delivery, reporting, escalations and governance.
- Work closely with Risk and Compliance to embed regulatory requirements, data protection, information security and Consumer Duty.
- Ensure risks, incidents, complaints and control weaknesses are raised promptly and followed through to resolution.
- Identify recurring customer service themes, escalation drivers and process gaps, then work with the right teams to prevent issues from repeating.
4. Monitor customer support partner performance
- Monitor outsourced support partner performance across SLAs, KPIs, quality, complaints, escalations and customer outcomes.
- Lead constructive performance conversations, agreeing clear actions, owners and timescales where improvement is needed.
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Required skills/experience
- Experience analysing operational, customer or portfolio performance and turning results into clear, useful conclusions.
- A strong track record of writing accurate, well-structured reports for clients, governance forums or senior stakeholders.
- Confidence using reporting, analytical or operational software to explore results, identify trends and investigate anomalies.
- Advanced working knowledge of Excel, including the ability to organise, interrogate and present data clearly.
- Experience managing strategically important clients or supporting complex enterprise onboarding.
- Experience in financial services, fintech, utilities, payments or another regulated customer environment.
- Experience working with customer support or service teams, with a good understanding of how to handle queries, escalations and service issues in a way that supports fair, timely and positive customer outcomes.
- Excellent written and verbal communication, with the confidence to explain findings, handle sensitive queries, challenge assumptions and recommend action.
- Strong attention to detail and good judgement when interpreting results, checking figures and drawing conclusions.
- A curious, investigative and solution-oriented approach, with the self-motivation to work through ambiguous issues and bring others with you.
You do not need to be a software developer, but you should be comfortable learning new platforms, understanding how measures are produced and checking whether outputs are reasonable, reliable and useful.
Useful additional experience:
- Collections, recoveries, arrears management or financial wellbeing services.
- Consumer Duty, FCA expectations, data protection or information security.
- Scaling services, support platforms or B2B/B2C operating models.
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