At a Glance
- Tasks: Transform data into insights to enhance customer service and operational performance.
- Company: Join Northern Powergrid, a leader in energy innovation for 8 million customers.
- Benefits: Enjoy a competitive salary, 25 days holiday, and great career development opportunities.
- Other info: Dynamic role with opportunities for continuous improvement and collaboration across teams.
- Why this job: Make a real impact on customer journeys and help shape the future of energy.
- Qualifications: A-levels in Maths and strong analytical skills required; experience with Power BI is a plus.
The predicted salary is between 40500 - 49500 £ per year.
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
Qualifications and AttributesEssential 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.
Lead Customer Service Analyst in Sunderland employer: Northern Powergrid
Northern Powergrid is an exceptional employer, offering a dynamic work environment in Castleford or Shiremoor, where employees can thrive while contributing to the electricity network that powers millions of homes and businesses. With a competitive salary, annual bonuses, and a strong focus on employee development, we foster a culture of innovation and collaboration, empowering our analysts to turn complex data into actionable insights that drive performance improvements. Join us to be part of a team that values your contributions and supports your professional growth in a meaningful industry.
StudySmarter Expert Advice🤫
We think this is how you could land Lead Customer Service Analyst in Sunderland
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Northern Powergrid. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Northern Powergrid before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Lead Customer Service Analyst in Sunderland
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Northern Powergrid:Your cover letter is your chance to shine! Tell us why you want to work at Northern Powergrid specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Northern Powergrid!
How to prepare for a job interview at Northern Powergrid
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
