Job title: Performance & Data Quality Analyst
Ref: 40158
Division: Retail
Location: Hybrid - Clearwater Court - RG1 8DB
Contract type: Fixed term/Secondment
Full/Part-time: Full-time or part-time
Hours: 36 hours per week
Salary: Offering between £35,000 - £40,000 per annum depending on skills and experience.
Job grade: B
Closing date: 19/03/2025
Thames Water is looking for aPerformance and Quality Analyston a 12 to 18 month Fixed term contract to join our dynamic team and play a vital role in maintaining the accuracy and efficiency of our data processes. Supporting the Meters into Account Performance and Quality Lead, you will ensure that property and meter data is submitted, processed, and integrated into our systems within agreed service levels. If you thrive in a fast-paced environment, have a keen eye for detail, and are passionate about data quality and performance, this is an exciting opportunity to make a real impact in the UK's largest water company.
What you will be doing as the Performance and Quality Analyst
You will support the Meters into Account Performance Lead in the performance management of our Contractors, Self Lay Providers, Developers and internal teams. Holding them to account, to our performance criteria ensuring that accounts are set up compliantly. Delivering an excellent customer experience (both to internal and external customers) in all aspects, working towards an improved CSAT/DMEX/RMEX score, reduced complaints and improved quality. Demonstrating our values through behaviours and creating an inclusive and positive environment that drives performance, engagement and development.
Duties to include but not limited to:
- Supporting the implementation of new processes and procedures to ensure business readiness across Smart Metering and Developer Services.
- Developing new and update existing process maps and documentation required to support business change.
- Conducting research to source data to support the needs of the team or department and analyse as necessary to provide useful information.
- Reporting/escalation of risks, opportunities, successes and on key performance indicators.
- Being the key link between the operational and customer experience teams, ensuring timely resolution to our complaints.
- Analysing current performance against standards of excellence and develop plans to train and coach team members and drive performance.
- Putting together any workshops or training material to advise and coach with any system changes or process changes.
- Supporting the department by liaising or attending meetings with key internal and external stakeholders, as required.
What you should bring to the role
- It is envisaged that the appointed Performance and Quality Analyst will be educated to A-level, graduate, or equivalent level, with a minimum of two years relevant work experience, ONC/HNC or equivalent.
- You will have a proven history of strong performance and a demonstrated ability to deliver results, gathered from experience.
- In addition, you will be fully competent at using the standard Company IT Systems and MS Office Software.
- Strong, relevant industry experience and understanding of the water industry business.
- The ability to prioritise high volumes of work in a fast-paced environment where daily responsibilities can change effectively.
- Competent to work independently and as an integral part of the team with the ability to sell ideas to a wide range of senior stakeholders.
What’s in it for you?
This is a fantastic opportunity to gain exposure across multiple business areas and play a key role in driving efficiency and performance within the department. You will have the chance to make a real impact, working with a diverse range of stakeholders to enhance processes, improve data quality, and support critical business decisions. If you are looking for a role where your skills and insights will directly contribute to success, this is your chance to shine!
- Competitive starting salary of £35,000 and up to £40,000 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 wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling to Cycle to Work schemes, shopping vouchers and life assurance.
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.
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.
Our overarching aim is to ensure that Thames Water is a 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. We aim to remove any real or perceived barriers to success, so if you need assistance, we’re here to help and support you.
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.
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