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Performance Analyst (VBA & SQL)

Location: SWINDON, WILTSHIRE Salary: 20000.00 - 25000.00 GBP Per Annum, OTE
Sector: Technology Job Type: Permanent
Shift Type: N/A Applications: 1
Posted: 10 months ago Reference: 3039944
Performance Analyst
Advanced MS Excel - Visual Basic Application (VBA) - SQL

As the Customer Services Performance Analyst you will be working closely with the Customer Services operational teams to develop insightful reporting to improve performance, improve customer experience, identify root cause issues and provide options/recommendations for resolution/improvement.

Key Responsibilities

• Develop reporting for Customer Services providing analysis with insight with trend analysis and recommendations.This will include, but not limited to billing, payments, customer contacts, bad debt management, industry interactions, and complaints
• Provide reporting and analysis to support settlement performance, with recommendations on actions, support for action delivery, and analysis of success and improvement opportunities.
• Provide exceptions (validations)/root cause analysis, to identify issues and share that insight with operational teams to allow them to deliver a resolution, working with the teams if required.
• Analyse and report on meter read success by communication channel in response to specific contacts. This could include monitoring 3rd partie and success rates for specific customer contacts across a range of communications channels
• Monitor performance against key SLAs (internal and external) and key risks via data control measures and provide insightful reports to Management team
• Support forecasting modelling, including settlements and smart metering
• Develop reporting tool to monitor daily performance against SLAs
• Develop productivity, quality and efficiency reporting to support development of regular performance scorecard

About You

• Strong experience of working large datasets, databases, and using statistical analysis to interrogate data and communicate analysis clearly
• Strong communication skill, able to summarise and report on complex issues for management and provide options/recommendations
• To actively understand and improve existing methodologies
• Excellent data analysis skills and attention to detail
• Highly skilled and numerate
• Able to work independently or with a team to deliver a successful outcome

Knowledge, Skills and Experience

• Advanced MS Excel, Visual Basic Application (VBA) and SQL
• Likely to be educated to degree level or professional commercial management qualification

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