About the role:
The role of a Performance Analyst is to provide analysis and insight into Thames Water’s operational performance, and performance against customer satisfaction measures. You would be liaising between teams to understand detailed root cause analysis required to understand trends in performance. This insight is essential to enabling better customer service and ensuring continuous improvement.Key Accountabilities:
To be successful you will have the following skills and experience:
- To analyse field performance metrics and understand trends.
- To analyse customer service metrics such as regional field complaints and perform detailed root cause analysis on trends and identify actions required by liaising with various functions within the business and interrogating information available in our systems
- Create weekly reports on customer data and complaint performance mapped to change initiatives
- Use customer complaint reports to understand trends in root cause failures that can be linked back into field services
- Support the delivery of continuous improvement projects and ensure the sustainability of change
- Monitor and root cause CGS & Non-CGS payments for the region
You will have excellent MS Excel and strong analytical and problem-solving skills to perform this role successfully. We are looking for an individual who can work under pressure and have excellent communication and organisational skills and the ability to drive actions. You will be self-driven, with ability to manage workflow and expectations.What’s in it for you:
This is an excellent opportunity for a Performance Analyst to be a part of a massive drive at Thames Water to improve Customer Service. This role will also involve rigorous data analysis to provide vital insight to Continuous Improvement teams to drive financial efficiencies & other efficiencies within the region.
Our competitive salary package includes an excellent contributory pension, 24 days holiday per year increasing to 28 with the length of service and a wider benefits scheme. This includes an annual pay review, season ticket loans, voucher scheme giving you money off in major retail outlets, loyalty awards for continuous service plus much more, including our referral scheme, where you can receive £750 for helping someone get a permanent position within the company.
We’re also proud to be here for our local community, offering everyone two days paid volunteer to leave a year, as well as proudly supporting a lot of local events and charities. About us:
Thames Water is the UK’s largest water and wastewater company. We make a daily difference to millions of customers by supplying 2.7 billion litres of world-class water to around 10 million homes.
As our world changes, the need to take care of our most precious resource is greater than ever, both locally and globally. That’s why, at Thames Water, every one of our actions, big and small, matters every day. Water is essential to daily life, and that means our business is always open. We’re passionate about providing world-class tap water, now and for the future.
We’re also turning waste into power, self-generating 20% of the energy we use and, in turn, doing our bit for the planet. We’re reducing plastic waste by celebrating our tap water and rolling out an ambitious water fountain project. We’re using our voice to lobby for change and partnering with WaterAid to provide clean water to the world’s poorest communities.
Together, we’re building a better future for our customers, our region and our planet.
Thames Water is a unique, rewarding and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader, welcoming individuals from all walks of life and leading the way with an award-winning mental health and wellbeing strategy.