What is the purpose of the role?
The real time analyst will be responsible for monitoring operational performance, identifying and taking responsibility for any issues to ensure the customer is at the heart of all you do. You will be taking actions to ensure customer service is stable, making recommendations, providing performance summaries and reports. Ensuring on BAU days that you have total control on what is happening across multiple contact centres and provide support the real time manager as and when required. To form part of the real time planning function, in line with the ambition, vision and values of the wider operational Insight and Analytics team. To work with scheduling and forecasting Team to optimise Intraday forecasts/schedules going forward.
What makes this role unique?
You will be building an innovative, industry leading insight and analytics capability which drives TW to provide a brilliant customer experience, underpinned by continuous investment in: our colleagues our capability and our culture.
What will this role involve?
The real time analyst responsibilities will adhere to;
Ensuring that the real time functions are aligned to industry best practice and value adding in its day to day activities and outputs.
Own Real Time service delivery, challenging and supporting business activity to ensure the customer is at the forefront of all decisions made.
Being able to look at the whole picture of customer service not just the immediate need to have customer calls answered.
Visibly take control during unplanned events and incidents, making necessary decisions with clear instruction to minimise impact to our customers' experience and provide confidence to management that any event is under control and a plan is in place.
Drive resource optimisation, ensuring that known shortfalls are addressed and resolved along with reduction of interval idle/availability times.
Demonstrate an "always on" approach to ensure you live and breathe Real Time Analyst role.
Demonstrate flexibility to the role to ensure you are available to support as and when required, even outside your normal working hours.
To be part and demonstrate team working, ensuring relationships are built and maintained across the business, demonstrating pride in the brand and belief in a "One Thames Water" approach.
Monitor sites/agents to act as conduit between real time and the operation to maximise customer service and KPI's achieved.
Form part of a real time function, from on the day contacts, to actively balance resources and manage adherence that puts Customer at the heart of the business.
Ensure available resources are optimised in order to deliver service and balance other business needs.
Challenge and support business performance, for agents, specialist, managers and within the whole planning team to improve Customer Service.
Apply flexibility, passion to the role and embrace, support and drive change.
Be able to make decisions, use your initiative, that benefits the customer, or impact them as little as possible, sometimes making that decision when you are on your own.
What are we looking for?
We are looking for someone with a wealth of experience in relevant workforce management who understand the need to have planning of agent's work, across the business day to ensure good customer service. All applicants must be able to liaise with staff at all levels and ability to effectively and appropriately challenge and show ability to work within a fast paced environment. Strong numerical, analytical skills and data analysis and excellent IT skills - relevant industry specific tools and systems as well as Office Word Outlook, Excel and PowerPoint are key to this role. You must have excellent communication skills, verbally and written, an understanding/ knowledge of Outsourcing partners/multi-functional sites and flexible approach to working hours evening, early mornings and weekends.
Thames Water information and salary details
This role is based in our offices in Swindon, Wiltshire. We are offering a salary of £27,000 to £32,000 per annum depending on experience. There is a competitive salary package includes up to 28 days annual leave, generous pension scheme whereby the company will match twice of what you contribute up to 12% company contribution, life insurance of 8 x salary, annual pay review, season ticket loans and loyalty awards for continuous service and much more!
Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.
Closing Date: The closing date for applications is 17/12/2018.