Lead Customer Service Analyst

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

Help power your career and shape the future of customer service.

An exciting opportunity has arisen for a talented and ambitious Lead Customer Service Performance & Insight Analyst to join our Customer Service Directorate at Northern Powergrid.

The energy industry is advancing with investment in smart technology innovation and Northern Powergrid, as the company responsible for powering everyday life for 8 million customers across 3.9 million homes and businesses in the Northeast, Yorkshire and northern Lincolnshire, is at the forefront of delivering a power network that meets the region’s needs, now and in the future.

Our vision is to be the best energy company in serving our 3.9 million homes, whilst delivering a sustainable energy solution. We're looking for a passionate analyst who can turn complex data into meaningful insight, helping us improve operational performance, enhance customer journeys and deliver excellent service for our customers. This is more than a reporting role. You'll work closely with leaders across the Customer Service Directorate to provide performance insight, challenge existing thinking and identify opportunities that improve customer outcomes and operational effectiveness.

As our Lead Customer Service Performance & Insight Analyst, you'll be responsible for developing and delivering meaningful management information, performance analysis and customer insight that support decision making across the business. You'll act as a trusted partner to operational leaders, using data to identify trends, explain performance, uncover opportunities and support the delivery of strategic and operational objectives.

Along with a competitive salary of £35,546 we also offer great benefits such as;

• 25 days holiday

Key Responsibilities

• Develop, maintain and continuously improve performance reporting and management information
• Analyse operational and customer data to identify trends, risks, opportunities and root causes
• Deliver actionable insight that supports improved customer journeys, customer satisfaction and operational performance
• Work collaboratively with operational teams to understand business challenges and identify improvement opportunities
• Monitor and measure change impacts through metrics, reports and management information that demonstrate the impact of change/continuous improvement initiatives
• Develop dashboards and visualisations that provide timely and accessible performance insight
• Work within a closely managed reporting cycle making sure we meet both internal and external reporting requirements
• Proven experience in a performance, insight, business intelligence or analytical role
• Strong analytical and problem-solving abilities, with a keen eye for detail
• Experience interpreting large and complex datasets to generate meaningful business insight
• Strong communication and decision-making skills (verbal, report writing and presentational), with an ability to communicate findings clearly to both technical and non-technical audiences
• Excellent organisational skills with the ability to manage competing priorities and deadlines
• A proactive approach to continuous improvement and delivering customer-focused outcomes

Qualifications and Attributes

Essential Qualifications and Experience

• X2 A-levels including Maths
• Maths and English (A*- C) at GCSE
• Advanced Microsoft Excel skills, including data manipulation, modelling and analysis
• Experience creating reports, dashboards and visualisations using Power BI or similar tools

Desirable Qualifications and Experience

• Other equivalent qualifications including a degree are desirable.
• Full driving licence
• Experience using SQL and or Power BI for data extraction and analysis
• Experience working within a customer service, contact centre, utilities or operational environment with a background of deploying continuous improvement methodologies.
• Experience working with customer journey analysis and service performance metrics

Visit northernpowergrid.com/careers to find out more about this and other career opportunities.

Posted: 17 August

Closing date for applications: 31 August

Applicants are considered on the basis of their suitability for the post irrespective of sex, marital status, sexual orientation, gender re-assignment, race, age or disability, in accordance with the Equality Act 2010.