Service Assurance Analyst

Sheffield City Council HQ; Sheffield; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Sheffield City Council invites applications for the role of Service Assurance Analyst within the Highways PFI Client Team. The position involves managing customer interactions, analyzing performance data, and using GIS software to enhance operational efficiency. We promote a collaborative work environment and welcome applications from diverse backgrounds. This role offers a hybrid working model and flexible arrangements.

Benefits

Generous holiday entitlement

Flexible working arrangements

Support for underrepresented groups

Qualifications

• Experience with GIS software and spatial mapping is advantageous.
• Proficient in Microsoft 365 packages.
• Strong IT and analytical skills required.

Responsibilities

• Handle complex customer complaints and Freedom of Information requests.
• Monitor contractor performance and analyze large datasets.
• Manage spatial mapping and public consultation platform.

Skills

IT skills

Analytical skills

Communication

Organizational skills

Time management

Collaboration

Tools

GIS software

Microsoft 365

Job description

Do you enjoy working as part of a large, diverse team in a busy, fast-paced department?

If so, this is an exciting opportunity to join the Council's Highways PFI Client Team as a Service Assurance Analyst.

The Highways PFI Client Team manages the multi-billion pound Highways contract with Amey in Sheffield. We offer a supportive environment that fosters collaboration and enables staff to succeed in meeting their team goals while contributing to the wider organization.

We seek a motivated, professional, and enthusiastic individual to support primarily Environmental Maintenance Functions. Responsibilities include handling complex customer complaints, Freedom of Information and Subject Access Requests, and applying analytical skills to monitor contractor performance and customer experience.

The Service Assurance Analyst will maintain and review large datasets and provide performance analysis across thousands of customer interactions each month. Confidence in large-scale data analysis is essential.

This role also involves managing the Council's spatial mapping and public consultation platform for Tree consultations under Section 115 of the Environment Act. Experience with GIS software and spatial mapping is advantageous.

The ideal candidate will bring innovative ideas and strong IT and analytical skills, proficient in Microsoft 365 packages. Excellent communication, organizational, and time management skills are required. A commitment to teamwork, customer care, and stakeholder engagement is essential.

This role offers a hybrid working model, combining remote work with office attendance for management, training, meetings, and operational needs.

We value diversity and inclusion, encouraging applications from underrepresented groups, including Black, Asian, Minority Ethnic, Disabled, and LGBTQ+ communities. We support flexible working arrangements, including reduced hours, part-time work, or job sharing.

Under the Disability Confident Scheme, disabled applicants meeting the essential criteria are guaranteed an interview.

Full-time employees work 37 hours per week, with a generous holiday entitlement. We are open to flexible working discussions.

If appointed, your starting salary will be at the bottom of the grade, with consideration for higher basic pay if supported by payslip evidence. Please note that pay arrangements may change from 2026 due to ongoing evaluation processes.