We’re seeking to recruit an experienced Operational Performance and Reporting Analyst in a new role to support the Customer Operations department with a more structured and enhanced reporting framework.

This is an exciting opportunity to join the Customer Operations department in a new position which will provide the Customer Operations management team, and wider stakeholders, with the required reports and analysis to drive operational performance.

We are looking for someone who can produce meaningful and accurate reports using large data sets, but the right person should also be able to simplify the reporting outputs and have effective communication skills to discuss results with key stakeholders.

You will be responsible for producing all operational reporting including monthly KPI reports, regulatory reporting, employee scorecards, third party performance scorecards and operational analytics.

In addition you will be the primary owner of any in-depth data analytics which is required to improve the efficiency of operational processes. This will include working cross functionally with other stakeholders within IT, Sales, Commercial and Finance to ensure an aligned and consistent reporting output is produced.

• Working collaboratively with the Customer Operations management team to produce accurate and timely reports which provide insight and recommendations to improve operational performance. The reports and analysis should be produced containing both quantitative and qualitative information and be presented in a format that provides useful insight to drive efficiencies, regulatory compliance and performance statistics against company KPI’s.
• Maintaining and improving existing departmental reporting, which will include analysing billing and debt data to produce reporting, dashboard, and KPI outputs for the relevant departments. Producing statistics to show company and individual agent and team performance results. Working with Finance to produce aligned financial and operational reports and ensuring department KPI’s are met through accurate, timely and insightful reporting.
• Producing overall reports for all areas of the Customer Operations department, including but not limited to Final credit balance verification, Change of Tenancy analysis, Onboarding processes, billing performance, industry related performance and service standards. This should include producing monthly KPI reports, key customer scorecards and key data items which can be shared within specific tender processes.
• Providing the Customer Operations department with all required regulatory reporting, which will at times involve working with cross functional employees within IT, Commercial and Sales. This will include monthly Ofgem and REC reports and ad hoc requests associated to RFI’s or other requested data. Also working with metering teams to proactively identify potential energy theft cases.
• Deriving meaning from large complex data sets, communicating the key points that need to be used operationally using outputs that are aligned with individual stakeholder needs. This will include producing monthly commission statements for 3rd party financial insight.
• Producing customer journey insight and reporting to detail the end-to-end on supply process efficiencies in line with customer and company KPI’s. This should include proactively assessing and working with management to resolve gaps within core process areas, or identifying areas of inefficiencies, and suggesting areas of improvement.
• Providing operational teams with data quality insight to help with any industry system changes which are required. This should include identifying, monitoring and reporting on key data areas to ensure any system changes are completed accurately and in accordance with industry timescales.
• Producing monthly employee performance scorecards to drive overall operational performance and provide insight to employees on their own personal performance levels.
• Developing and then producing regular reporting on system user access control reporting, including Ecoes checks and other operational audit requirements.
• Support on complex system data and reporting requirements, working cross functionally with business readiness and IT teams.

What you’ll bring to the team:

• The ability to work effectively cross functionally within all teams across the business.
• Previous experience of working within a similar role to be able to immediately add value to the business.
• A natural ability to present data in a meaningful and insightful way to drive operational performance and compliance.
• A can do attitude where flexibility is required to adapt to specific business challenges, alongside being able to maintain delivery of all mandated reporting deadlines.
• Willingness to own tasks as required, to gather and present required data and information in a timely and accurate manner.

Education and Training:

• It is desirable, but not essential, that you have previously worked within the energy industry and have a working awareness of operational processes and regulatory areas.
• Experience in a previous data role is essential.
• A previous Data Science or Data analyst qualification is desirable for the role.

Abilities and Skills:

• Strong MS Office skills are essential, including an expert level of excel skills. Must be familiar with Power Query, Pivot Tables, and compound formula.
• Experience of working with Power BI is desirable.
• Familiar with Salesforce and competent with report and dashboard creation.
• Effective levels of internal and external stakeholder management, with a high level of influencing skills at all levels within an organisation.
• Flexible and adaptable to respond to changing priorities, ensuring quick responses on urgent queries and working with the management team to balance departmental prioritisation of projects.
• A collaborative working style, with the ability to build rapport and solid relationships with all internal and external stakeholders.
• Highly effective organisation and prioritisation skills with the initiative and ability to proactively plan and prioritise own work.