Senior Service Analyst – Settlements Services

Low Carbon Contracts Company; Greater London; Hybrid; GBP 40,000 - 48,000; Full time

Job summary

A leading energy services firm is seeking an experienced Senior Service Analyst to design and optimize settlements services within low-carbon energy schemes. The role includes managing service KPIs, conducting performance analysis, and working within a collaborative team. This position offers competitive compensation and benefits, including a hybrid work model with flexible hours.

Benefits

Annual performance-based bonus up to 10%

25 days annual leave plus eight bank holidays

Up to 8% pension contribution

Employee referral scheme up to £1500

Three paid volunteering days a year

Qualifications

• Experience in design thinking and service creation.
• Ability to conduct SWOT and PESTLE analysis.
• Strong analytical skills to synthesize complex data.

Responsibilities

• Design and optimize settlements services across low-carbon energy schemes.
• Manage service performance metrics and KPIs.
• Conduct research to identify service gaps and opportunities.

Skills

Design experience

Analysis experience

Performance tracking experience

Strong communication skills

Analytical skills

Tools

Performance monitoring tools

Job description

Senior Service Analyst – Settlements Services

Department: Ops Hub

Employment Type: Permanent - Full Time

Location: London

Reporting To: Service Design Manager

Compensation: £48,000 / year

Description

Contract type: Permanent

Hours: 37.5/week

Salary: circa £48k depending on experience

Location: London

WFH policy: Employees are required to attend the office 2 days/week

Flexible working: Variety of flexible work patterns subject to line manager discretion e.g. Compressed 9-day fortnight.

Reports to: Service Design Manager

Deadline Note: We reserve the right to close the advert before the advertised deadline if there are a high volume of applications.

Role Summary: This position sits in the Settlement Services Team within the Operations Hub here at LCCC. The Senior Service Analyst will play a crucial part in the delivery of the product and services suite for the LCCC.

Key Responsibilities

As a Service Analyst, you will focus on designing, planning and optimising settlements services across low‑carbon energy schemes, supporting operational delivery and shaping future service models. Your responsibilities include:

• Conducting research and analysis to identify service gaps, issues, and opportunities within LCCC’s settlement services.
• Support discovery to understand the current service setups. The Senior Service Analyst should continuously seek opportunities for enhancement.
• Take ownership of Service KPI reporting, delivering clear and actionable insights for internal senior stakeholders. Additionally, provide rigorous analysis of external progress and risk reports from settlement service providers to ensure transparency, compliance and performance excellence.
• Developing and documenting service requirements, specifications, and standards for low‑carbon energy schemes.
• Designing and modelling service processes, workflows, and interactions to optimise operational delivery. They should have the ability to generate user / customer journey maps, process pain‑points
• Evaluating and selecting service solutions, vendors, and partners aligned with future service models.
• Defining, monitoring, and reporting on service performance metrics and KPIs to ensure compliance and optimal operations.
• Analysing performance data to identify trends, risks, and improvement opportunities.
• Managing service risks, issues, and changes effectively in a dynamic regulatory and operational environment.

Skills Knowledge and Expertise

Essential:

To succeed in this role, you will need a blend of technical, business, and interpersonal skills, including:

• Design experience: Design Thinking, Service‑Dominant Logic for user‑centric and value‑driven service creation.
• Analysis experience: SWOT, PESTLE, GAP analysis for identifying strengths, weaknesses, opportunities, and threats.
• Performance tracking experience:
  • KPIs and Metrics: Service availability, incident resolution times, customer satisfaction scores, cost‑to‑serve, and compliance indicators.
  • Monitoring Tools: Dashboards, reporting systems, and analytics platforms for real‑time performance tracking.
  • Feedback Mechanisms: Surveys, Net Promoter Score (NPS), and qualitative feedback loops to measure user experience.

Interpersonal and Analytical Skills

• Strong communication and stakeholder management skills to engage with diverse audiences.
• Ability to facilitate workshops, interviews, surveys, and other techniques to elicit and validate requirements and feedback.
• Analytical skills to synthesise complex data and generate actionable insights.
• Collaborative and creative approach to working in team environments.
• Adaptability to changing needs and priorities in dynamic service contexts.

Desirable:

• Modelling experience: Service blueprints, journey maps, personas for visualising processes and touchpoints is highly desirable.
• Solution experience: Prototyping, testing, piloting for evaluating feasibility and desirability is highly desirable.
• Knowledge of service management principles, frameworks, and best practices (e.g. ITIL, COBIT, ISO 20000).
• Understanding of settlement processes and operational delivery within energy markets or similar regulated environments.
• Agile, SCRUM or Lean knowledge or experience.

Employee Benefits

As if contributing to and supporting work that makes life better for millions wasn’t rewarding enough, we offer a full range of benefits too. Key benefits that may be available depending on the role include:

• Annual performance based bonus, up to 10%
• 25 days annual leave, plus eight bank holidays
• Up to 8% pension contribution
• Financial support and time off for study relevant to your role, plus a professional membership subscription
• Employee referral scheme (up to £1500), and colleague recognition scheme
• Family friendly policies, including enhanced maternity leave and shared parental leave
• Free, confidential employee assistance, including financial management, family care, mental health, and on‑call GP service
• Three paid volunteering days a year
• Season ticket loan and cycle to work schemes
• Family savings on days out and English Heritage, gym discounts, cash back and discounts at selected retailers
• Employee resource groups