At a Glance
- Tasks: Monitor and analyse customer service performance in real-time to ensure top-notch experiences.
- Company: Join Portsmouth Water, a company dedicated to excellent customer service and community support.
- Benefits: Enjoy 25 days of leave, a generous pension, and health support for you and your family.
- Other info: Embrace a culture of equality, diversity, and inclusion while enjoying great perks.
- Why this job: Be the heartbeat of customer service, making a real difference every day.
- Qualifications: Strong organisational skills and a knack for problem-solving in fast-paced environments.
The predicted salary is between 30000 - 40000 € per year.
Portsmouth Water is looking for a Real Time Analyst to join the Customer Services team. The successful applicant will provide live oversight of performance across all customer service channels, monitoring staffing, demand, adherence, and service levels to maintain a high‑quality customer experience.
Key Responsibilities
- Responsible for real time analysis across all lines.
- Analyse and assess gaps in required hours to ensure adequate coverage and achievement of service levels.
- Recommend changes to management to protect service levels, including in‑shift hour changes and overtime requirements.
- Design, deliver, and review accurate real‑time, daily, and ad hoc reports in collaboration with stakeholders, aligned to operational needs.
- Monitor live call queues to ensure service levels, ASA, and abandonment rates remain within targets.
- Track live call volumes, queue lengths, service levels, and wait times throughout the day.
- Ensure adherence to schedules for lunches, meetings, after‑call work, and administrative activities.
- Track all admin and integrity check queues, managing workloads by priority and oldest outstanding work.
- Maximise operational efficiency by balancing call demand with admin and integrity check work.
- Respond to operation incidents (e.g. major leaks, planned maintenance), ensuring appropriate business‑wide support is deployed.
- Coordinate with operational teams to understand the scale and impact of incidents on call volumes and adjust resourcing or messaging accordingly.
- Update IVR messages and queue announcements during incidents to reduce unnecessary call volumes.
- Maintain real‑time dashboards and tracking tools, ensuring ongoing data accuracy.
Skills, Qualifications & Competencies
- Strong planning and organisational skills, with a proven ability to meet deadlines.
- Confident in challenging existing processes and working practices to improve business outcomes.
- Comfortable operating in a fast‑paced environment.
- Excellent prioritisation, time management, and multi‑tasking skills.
- Highly motivated, positive, and able to work with minimal supervision.
- Customer‑focused problem solver with a proactive approach.
- Strong IT capability, including Microsoft Office (advanced Excel), call and workforce management systems, and telephony platforms.
- Experience producing and interpreting complex management information, presenting it clearly and logically.
Equal Opportunities
We’re committed to equality, diversity and inclusion and actively encourage applications from all sections of society. The company has a responsibility to ensure that all employees are eligible to live and work in the UK.
What can Portsmouth Water offer you?
- 25 days of annual leave, plus bank holidays.
- Generous pension scheme, contributing up to 15%.
- Non‑contractual bonus of up to 6% of basic salary, linked to company performance.
- Enhanced maternity, paternity, and adoption leave and pay.
- All expenses covered summer and winter social events.
- Life assurance scheme providing a 4× salary lump sum benefit in case of the unexpected.
- Confidential mental health and wellbeing advice 24/7, and physical health support via Virtual GP service (available 8am–10pm, 7 days a week for you and your immediate family).
- Discounts at thousands of retailers and various other perks (electric vehicle scheme after 1 year, cycle‑to‑work scheme, health cash plan, and more).
Customer Service Real-Time Analyst in Havant employer: Portsmouth Water
Portsmouth Water is an exceptional employer that prioritises employee well-being and professional growth within a supportive and inclusive work culture. With generous benefits such as 25 days of annual leave, a robust pension scheme, and comprehensive health support, employees are empowered to thrive both personally and professionally. The dynamic environment fosters innovation and collaboration, making it an ideal place for those seeking a meaningful career in customer service analysis.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Real-Time Analyst in Havant
✨Tip Number 1
Network like a pro! Reach out to current employees at Portsmouth Water on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Real-Time Analyst role.
✨Tip Number 2
Prepare for the interview by brushing up on your real-time analysis skills. Be ready to discuss how you would handle live call queues and maintain service levels. Show us you know your stuff!
✨Tip Number 3
Don’t just wait for job openings—create your own opportunities! Keep an eye on our website for any new roles and apply as soon as they pop up. The early bird catches the worm, right?
✨Tip Number 4
Show off your problem-solving skills during interviews. Share examples of how you've tackled challenges in fast-paced environments before. We love a proactive approach!
We think you need these skills to ace Customer Service Real-Time Analyst in Havant
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your skills that match the job description. We want to see how your experience aligns with the role of a Real-Time Analyst, so don’t hold back on showcasing your relevant achievements!
Show Off Your Analytical Skills:Since this role is all about real-time analysis, be sure to include examples of how you've successfully monitored performance or improved service levels in previous jobs. We love seeing those problem-solving skills in action!
Keep It Clear and Concise:When writing your application, clarity is key! Use straightforward language and avoid jargon. We appreciate a well-structured application that gets straight to the point while still showing off your personality.
Apply Through Our Website:We encourage you to submit your application through our website for the best chance of being noticed. It’s super easy, and you’ll be one step closer to joining our fantastic team at Portsmouth Water!
How to prepare for a job interview at Portsmouth Water
✨Know Your Numbers
As a Real-Time Analyst, you'll be dealing with a lot of data. Brush up on your understanding of key metrics like service levels, ASA, and call volumes. Be ready to discuss how you've used data in the past to make decisions or improve processes.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled challenges in a fast-paced environment. Think about times when you had to adjust staffing or resources on the fly to maintain service levels. This will demonstrate your proactive approach and customer-focused mindset.
✨Familiarise Yourself with Tools
Make sure you're comfortable with Microsoft Office, especially advanced Excel, as well as any call and workforce management systems. If you have experience with real-time dashboards or telephony platforms, be ready to talk about it. This shows you're technically savvy and can hit the ground running.
✨Understand the Company Culture
Research Portsmouth Water's values and commitment to equality, diversity, and inclusion. Be prepared to discuss how you align with these values and how you can contribute to a positive team environment. This will show that you're not just a fit for the role, but also for the company.
