Service Improvement Analyst

Salary: £53,000 - 93,000 per year

Requirements:

• Experience working with large volumes of data and using insights to identify opportunities and drive meaningful improvements.
• Experience in an operations or data analytics role, with strong Excel and Google Sheets skills and confidence building dashboards.
• A problem-solving mindset, with experience identifying bottlenecks, improving processes and enhancing the customer experience.
• Strong relationship-building skills, with the ability to take ideas from concept through delivery and collaborate with and influence stakeholders.
• Ideally, experience querying SQL databases or working with similar data tools.
• Ideally, experience in customer support or a customer-facing environment, with an understanding of how to balance operational efficiency with a great customer experience.
• As we are regulated by the Financial Conduct Authority, all Goodlordians are required to pass a thorough referencing check via Experian before joining. We request references only when making an offer.

Responsibilities:

• Own the data behind our support operation, using customer contact trends and insights to identify patterns, opportunities and areas for improvement.
• Analyse how our teams work to identify bottlenecks, improve efficiency and make better use of resources.
• Turn data and customer insight into practical process improvements that balance efficiency and cost savings with a great customer experience.
• Explore and implement AI, automation and new technology to help our support teams work smarter, and influence stakeholders to bring new ways of working to life.

Technologies:

• AI
• Architect
• Excel
• Support
• SQL

More:

Were looking for a highly analytical and pragmatic Service Improvement Analyst to drive continuous improvement across our support function. Youll act as a detective and architect, using data to find inefficiencies and design and implement scalable, technology-forward solutions that elevate the customer experience. This full-time hybrid role is based in our Sheffield office two days per week, with the remaining three days worked remotely. Our mission is to make renting simple and transparent for agents, landlords and tenants, and to become the gold standard platform for renting. Around 3,000 letting agents use our platform, and more than 350 Goodlordians support our mission across the group. We offer an annual development fund, bi-weekly coaching to support mental health, 25 days of annual leave plus UK bank holidays and up to seven additional days based on service, and three months of fully paid leave for new parents of all genders. Were an energetic, sociable and inclusive team that values learning and diverse perspectives. We welcome applicants from all backgrounds and can discuss any support you need to participate fully in the interview process.

last updated 39 week of 2026