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- Tasks: Monitor service performance and support daily operations in a dynamic team environment.
- Company: Thames Water is the UK's largest water and wastewater company, serving over 16 million customers.
- Benefits: Enjoy a competitive salary, flexible working, 26 days holiday, and various health and well-being perks.
- Why this job: Join a diverse team making a real impact on communities and the environment every day.
- Qualifications: Experience in operational support or performance monitoring, strong analytical skills, and excellent communication abilities.
- Other info: Hybrid working model with opportunities for career growth and personal development.
The predicted salary is between 30000 - 42000 £ per year.
Are you a detail-oriented analyst with a passion for operational excellence and performance improvement? Thames Water is looking for a Service Performance Analyst to join our Smart Meter Operations Centre (SMOC) a team at the forefront of ensuring the seamless delivery of smart metering services.
This is a fantastic opportunity to play a key role in monitoring service performance, driving improvements, and supporting vital business-as-usual (BAU) activities.
What you’ll be doing as the Service Performance Analyst
Operational Support & Incident Management
- Ensuring smooth daily operations by monitoring service performance and supporting BAU processes.
- Coordinating and tracking incidents to ensure timely resolution and effective communication.
- Providing structured feedback to the Technical Lead, highlighting trends and recommending improvements.
- Collaborating with internal and external SMOC team members to resolve issues and maintain system stability.
Performance Tracking & Improvement
- Analysing service metrics to uncover performance gaps and suggest operational enhancements.
- Conducting desktop triage activities and scenario planning to strengthen resilience.
- Producing insightful reports on incident trends and contributing to continuous improvement initiatives.
- Partnering with cross-functional teams to refine workflows and reduce repeat issues.
Stakeholder Engagement & Coordination
- Acting as a key liaison between technical teams and wider business functions.
- Offering operational input to ongoing projects and initiatives.
- Supporting the enhancement of incident reporting and resolution processes.
What you should bring to the role:
Essential Skills
- Proven experience in operational support, service management, or performance monitoring in a technical or utilities setting.
- Strong analytical abilities with a talent for turning data into actionable insights.
- Familiarity with incident management, BAU coordination, and service performance analysis.
- Excellent interpersonal and communication skills, capable of working across technical and business teams.
- Proficiency in using reporting tools, dashboards, and ticketing systems.
- Experience with scenario planning or desktop exercises is highly beneficial.
Desirable Skills
- Background in smart metering, utilities, or technical operations.
- Working knowledge of data analysis tools for tracking performance and resolving incidents.
- Understanding of operability metrics and process improvement methodologies.
Location: Hybrid – Worcester House, Langley SL3 6EY
Hours: 36 hours Monday to Friday
What’s in it for you?
- Competitive salary of £37,000 and up to £42,000 per annum, depending on skills and experience.
- Annual leave: 26 days holiday per year, increasing to 30 with the length of service. (plus bank holidays).
- Access to lots of benefits to help you take care of your and your family’s health and well-being, and your finances – from annual health MOTs and access to physiotherapy and counselling to Cycle to Work schemes, shopping vouchers and life assurance.
Find out more about our benefits and perks
Who are we?
We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.
Learn more about our purpose and values
Working at Thames Water
Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and excellent benefits.
Whether you’re interested in a role in one of our call centres or science labs, we’re looking for people like you with real passion and a burning desire to make things better.
So, if you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region and our planet.
Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.
Our overarching aim is to ensure that Thames Water is great, diverse, and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process. Our aim is to remove any real or perceived barriers to success, so if you need assistance, we’re here to help and support.
When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business and meet colleagues.
Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment. #J-18808-Ljbffr
Service Performance Analyst employer: Thames Water
Contact Detail:
Thames Water Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Performance Analyst
✨Tip Number 1
Familiarise yourself with Thames Water's operations and values. Understanding their commitment to sustainability and customer service will help you align your responses during interviews, showcasing how your personal values match theirs.
✨Tip Number 2
Network with current or former employees of Thames Water on platforms like LinkedIn. Engaging in conversations about their experiences can provide you with insider knowledge and potentially valuable referrals.
✨Tip Number 3
Prepare specific examples from your past work that demonstrate your analytical skills and experience in operational support. Be ready to discuss how you've successfully identified performance gaps and implemented improvements.
✨Tip Number 4
Stay updated on industry trends related to smart metering and utilities. Being knowledgeable about recent developments can help you engage in meaningful discussions during interviews and show your enthusiasm for the role.
We think you need these skills to ace Service Performance Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in operational support, service management, and performance monitoring. Use specific examples that demonstrate your analytical abilities and familiarity with incident management.
Craft a Compelling Cover Letter: In your cover letter, express your passion for operational excellence and performance improvement. Mention how your skills align with the role of Service Performance Analyst and provide examples of how you've driven improvements in previous positions.
Highlight Technical Proficiency: Emphasise your proficiency in using reporting tools, dashboards, and ticketing systems. If you have experience with data analysis tools or scenario planning, make sure to include this as it is highly beneficial for the role.
Showcase Interpersonal Skills: Since the role involves liaising between technical teams and business functions, highlight your excellent communication and interpersonal skills. Provide examples of how you've successfully collaborated with cross-functional teams in the past.
How to prepare for a job interview at Thames Water
✨Showcase Your Analytical Skills
As a Service Performance Analyst, your ability to analyse data is crucial. Be prepared to discuss specific examples of how you've turned data into actionable insights in previous roles. Highlight any tools or methodologies you used to identify performance gaps.
✨Demonstrate Incident Management Experience
Since the role involves coordinating and tracking incidents, share your experience with incident management processes. Discuss how you've ensured timely resolutions and effective communication in past situations, as this will show your capability in handling operational support.
✨Prepare for Scenario Planning Questions
Given the importance of scenario planning in this role, think about past experiences where you've conducted desktop exercises or triaged incidents. Be ready to explain your approach and the outcomes, as this will demonstrate your preparedness for the challenges of the position.
✨Engage with Stakeholder Communication
Effective communication is key in this role. Prepare to discuss how you've liaised between technical teams and business functions in the past. Share examples of how you’ve facilitated collaboration and improved workflows, as this will highlight your interpersonal skills.
