Service Performance Analyst

Service Performance Analyst

6 Month Fixed Term Contract

JOB SUMMARY / PURPOSE :

The role of the Service Performance & Reporting Analyst is to support in the development of, and manage and maintain the performance of the digital reporting environment. Insuring all inputs and outputs work to the required standards.

The SPA  will develop reporting mechanisms, Collate, Analyse and Process data received from the systems and management process and personnel. Produce reports both for the Account Management team and the Authority & Integrator in the formats and frequency required.

Experience with creating and working with dashboards and performance reporting is critical.

This role will be home based however ad hoc travel to customer officers and the division hub locations such as Tewkesbury will be required thus a driving licence is required for this position.

The position requires the candidate to be flexible around the demands and requirements of the relevant projects which may include occasional evening and weekend working.

A positive and flexible attitude to teamwork and a willingness to learn and get stuck in is critical as the SPRA will need to support the team members and other workstreams as required with tasks and deliverables of the project.

RESPONSIBILITIES / ACCOUNTABILITIES :

Support the development of the dashboard and reporting environment.

Develop and improve reporting performance, data integrity and accuracy

Analysis of Data and Information

Preparation of Reports for Authority, Integrator and G4S Management

Communication with members of the G4S business in all areas

Analysis of work orders with a high level of accuracy

Assist with the training and support of new staff

Prioritising own work whilst ensuring service level agreements are met

Assist the Contract Management team with reports and information distribution as required.

CORE COMPETENCIES :

Operational systems & technical competency

PowerBI and or other dashboard tools

Developing database queries using products such as Big query / mysql

Google Office software

Desktop IT skills sheets / Excel Functionality

HTML & Scripting

Work order management software for example Concept Evolution

Enthusiasm & Drive

Customer Service Excellence

Security Services & Systems knowledge

Ability to create reports and work with detailed analysis

Problem Solving

Excellent Communication skills

Quality Awareness

Analysing, Planning and Organising

Leadership & Team Management.

KEY PERFORMANCE INDICATORS :

Accuracy of all contractual reports

Company KPI’s

Delivery of workstream deliverables on schedule

Internal and external quality audit reports

Customer Audit Reports

Customer Satisfaction Scores.