Customer Experience Analyst (Wastewater)

Full Time

Permanent

Salary - £31,903 to £39,879

Location – Leat House, Washington

About the role

Northumbrian Water has recently secured number one spot for customer service in the water industry through the regulators customer experience measure, CMeX.

We know there is a huge amount of talent in the diverse communities we serve, and enabling Northumbrian Water to maintain top spot requires a diverse workforce.

We are wanting to appoint a truly customer focused individual, who can get into the detail of data, is able to transform data into a captivating story, is able to positively influence those around them and can be an inspirational leader of a team.

Reporting into our Flooding Operations Manager you’ll be working across the Wastewater Networks team and wider Wastewater directorate to create and continuously develop our CMeX performance plans. You’ll be coordinating and driving the Wastewater CMeX wave reviews whilst working with broad sets of data to understand the core drivers of customer behaviour and action. We’ll be looking to you to identify and document trend analysis to make positive changes for our customers.

You’ll develop and deliver effective communications which influence our internal and external teams to deliver unrivalled customer service and aim to ensure we continuously improve.

You will support, inspire and manage a team of Operations Support Assistants to enable them to maintain the already high standards of service they provide to internal teams. You will support their role and their ability to hit targets, as their performance is critical to our overall departmental success and business goals.

About you

We’re ideally looking for you to have experience of working in a customer focussed environment and a proven track record in effective data analysis, trend identification and making conclusive recommendations. You’ll be innovative, and able to look for, recommend and deliver improvements to ways of working.

You’ll have demonstrable experience of producing and presenting detailed and accurate reports, always tailoring these so they are suitable for the audience, along with effectively communicating and influencing different internal stakeholder teams.

We’re looking for you to have experience of recognising best practice from others and identifying opportunities to improve customer service within our directorate. As the stakeholders for this role are based in multiple geographic locations, you’ll need to have the ability to travel to different sites in order to work cross functionally.

Here at Northumbrian Water, Diversity, Inclusion and Equity means bringing your full self to work. We encourage and welcome applications from all underrepresented groups, as we believe and strive for community representation within all our teams, structures and organisation

NWG (Northumbrian Water Group) provides water and sewerage services to 2.7 million people in the North East of England as Northumbrian Water, and water services to 1.5 million people in the South East of England as Essex & Suffolk Water.

We are proud to serve our customers and we're committed to delivering great service, putting our customers at the heart of everything we do.