Customer Service Insights & Performance Lead

Northern Powergrid; Sunderland; On-site; GBP 30,000 - 41,000; Full time

Benefits offered by this job

25 days holiday

Job summary

Northern Powergrid is seeking a Lead Customer Service Performance & Insight Analyst to join the Customer Service Directorate. You will develop and deliver meaningful management information and performance analysis to support decision making across the business.

You will work with operational leaders to identify trends, explain performance and uncover opportunities to improve customer journeys and service outcomes. Strong communication and data skills are essential.

Qualifications

• X2 A-levels including Maths
• Maths and English (GCSE) minimum
• Advanced Microsoft Excel skills and data manipulation
• Experience creating reports and dashboards using Power BI or similar tools

Responsibilities

• Develop, maintain and improve performance reporting and MI
• Analyse operational and customer data to identify trends and root causes
• Deliver actionable insight to improve customer journeys and operational performance
• Collaborate with operational teams to understand challenges and identify improvements
• Monitor change impacts through metrics and MI
• Develop dashboards and visualisations for timely insights
• Ensure reporting cycles meet internal and external requirements
• Demonstrate experience in a performance/BI/analytical role
• Communicate findings clearly to technical and non-technical audiences
• Manage competing priorities and deadlines
• Proactively drive continuous improvement and customer outcomes

Skills

Data analysis

Power BI

Excel

SQL

Education

A-levels including Maths

GCSE Maths & English

Driving licence

Tools

Power BI

SQL

Advanced Excel

Job description

Northern Powergrid is seeking a Lead Customer Service Performance & Insight Analyst to join the Customer Service Directorate. You will develop and deliver meaningful management information and performance analysis to support decision making across the business.

You will work with operational leaders to identify trends, explain performance and uncover opportunities to improve customer journeys and service outcomes. Strong communication and data skills are essential.