Job Description:

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

Our client is seeking an experienced Business Analyst to spearhead a strategic review of goodwill payments within their Customer Care operation. With an annual expenditure of approximately £6 million on goodwill payments, this role presents a unique opportunity to significantly enhance process control, reduce unnecessary spending, and improve consistency in payment management.

As the Goodwill Payments Business Analyst, you will be at the forefront of understanding the driving factors behind goodwill payments, identifying areas for improvement, and shaping governance and operational decision-making. This high-profile position offers visibility to senior stakeholders and a clear pathway to delivering impactful financial and customer outcomes.

Role: Business Analyst

Duration: 6 Months (ext. options)

Location: Welwyn Garden City or Slough (Hybrid 2 days in Office)

Rate: £600 pd Umbrella

Key Responsibilities
In this dynamic role, you will collaborate across data, processes, and operational teams to uncover opportunities for improvement, including:

• Analysing multiple data sources to identify trends, patterns, and root causes related to goodwill payments.
• Identifying immediate opportunities to minimise unnecessary payment activities while enhancing adherence to established processes.
• Mapping end-to-end Customer Care processes to pinpoint control weaknesses and inconsistencies.
• Assessing repeat claims and duplicate payments to uncover potential financial leakage.
• Developing actionable recommendations to bolster governance, monitoring, reporting, and compliance.
• Collaborating with operational and leadership teams to translate analytical insights into practical improvements.
• Defining future requirements for enhanced payment coding and categorization.
• Creating improved management information and reporting frameworks.
• Exploring feedback mechanisms to help teams learn from payment activities and elevate customer outcomes.
• Identifying opportunities for training, coaching, and improved decision-making.
• Supporting the development of a sustainable approach to managing goodwill payments beyond the project duration.

What Our Client Is Looking For
The ideal candidate will possess a blend of strong business analysis skills and a practical understanding of operational environments, with the ability to turn insights into actionable strategies. Experience in Customer Care operations or a Contact Centre environment will be especially beneficial in grasping how customer interactions and operational processes converge.

Essential Experience

• Proven experience as a Business Analyst, ideally in complex operational settings.
• Strong analytical skills with the ability to interrogate complex datasets and develop clear, actionable recommendations.
• Experience in analysing operational performance data to identify trends, root causes, and improvement opportunities.
• Proficiency in process mapping and root cause analysis.
• Excellent stakeholder management skills, with the confidence to engage across teams, subject matter experts, and senior leaders.
• A track record of delivering recommendations that yield measurable financial, operational, or customer benefits.
• Ability to work independently, structure ambiguous problems, and take ownership of strategic initiatives from analysis through to recommendations.

Desirable Experience
While not essential, experience in the following areas would be advantageous:

• Financial leakage, fraud, risk, or control environments.
• Goodwill payments, compensation, refunds, or discretionary payment processes.
• Continuous improvement or operational excellence methodologies.
• Designing management information, reporting, or monitoring frameworks.
• Implementing automated controls or data-driven decision-making solutions.

This is an exciting opportunity to make a significant impact within a prominent organisation. If you are a proactive and analytical professional with a passion for operational excellence, consider applying today to help shape the future of goodwill payments!

If you are a proactive and enthusiastic Systems Analyst eager to take on new challenges within a leading retail organisation, this is the opportunity for you! Apply now Please answer screening questions.

Candidates will ideally show evidence of the above in their CV in order to be considered.

Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly. Pontoon is an employment consultancy and operates as an equal opportunities' employer.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.