Customer Business Analyst (6 Month FTC)

Customer Business Analyst (6 Month FTC) 
Home & Office Based (initially some visits to the head office in Redhill, Surrey, moving to more office- based from end of June)  
 
If you’re a proven business analyst with experience in a customer service or contact centre environment, this is a great opportunity to take on a highly rewarding role as part of a friendly, passionate and fast-paced team. 
 
About us: 
 
Our vision is to be an outstanding water company delivering service excellence and we believe our people are integral to helping us achieve our goal to ensure that we deliver a high-quality service that is reliable and resilient. Our plan for the future is to ensure the services we provide are fair, future-proof, good for the planet and utilise smart technology. Water plays a role in all our lives. It’s an essential service and one that we are proud to deliver to our customers and communities. 
 
We don’t just want to be proud of what we do, we also want to celebrate how we do it. We are an inclusive environment that values community, and your contribution to delivering our Business Plan over the next 5 years and our 5 pledges to our customers is vital. We aren’t just recruiting for experience - potential, fit and values are fundamental to building and developing our team. We want you to develop, grow and succeed and enjoy working at SES. 
 
SES Water supplies 160 million litres of fresh water to over 735,000 people across Kent, Surrey and South London every day. 
 
Why you should join our team: 
 
You’ll be joining a newly formed team within our friendly and welcoming environment and playing a key role in its success. It’s an exciting time to join us, as we’re growing this part of the business and have ambitious plans to transform our customer experience, meaning you’ll have the chance to make a real impact. 
 
We provide the ideal environment in which to achieve your full potential. As a Silver Investors in People accredited organisation, we place a big emphasis on development. You’ll receive excellent in-house training to ensure that you succeed in your role. 
 
For those with the ambition, we’re planning on growing the team so there will be opportunities to develop and progress with team expansion. 
 
The role: 
 
- Salary of up to £40,000 DOE 
- Up to 10% employer contribution towards Aviva's Group Personal Pension Plan 
- Free on-site parking or in the local area 
 
As a Customer Business Analyst, you will drive customer experience improvements across our business. 
 
As a key member of the newly formed Customer Experience team, you will be responsible for analysing, documenting and supporting the design of both tactical and strategic improvements. 
 
Reporting to the Customer Experience Manager, you will hit the ground running, think customer first and utilise data from a variety of sources, as well as customer feedback, to draw intelligent insights. 
 
About you: 
 
At SES Water, we recruit based on potential, values and fit, rather than just experience and qualifications. We’re seeking a Customer Business Analyst with: 
 
- Good communication skills, a team player mentality and the ability to build strong working relationships with people from different business areas 
- Excellent problem-solving skills and the ability to see the bigger picture 
- Familiarity with standard software tools to support business analysis 
- At least two years’ experience in a similar business analysis role 
- At least two years’ experience in a similar environment (i.e. Customer Services/Contact Centre) 
- At least two years’ experience in using or knowledge of ProMapp 
- Experience in delivering successful continuous improvement projects 
- At least five GCSEs at grade C or above (including Mathematics and English Language), or equivalent 
- At least two A-Levels or equivalent 
 
A degree or equivalent in a relevant subject is desirable. 
 
Previous experience in Project Management would be beneficial to your application, as would an understanding of the water industry. Proven ability to identify and promote ways of improving customer service delivery and/or customer experience improvements would also be advantageous. 
 
Other organisations may call this role Business Analyst, Business Process Analyst, Customer Success Analyst, Process Analyst, Contact Centre Analyst, or Customer Service Analyst. 
 
The benefits: 
 
- Life assurance 
- Bonus scheme 
- 23 days’ holiday per year, increasing to 27 with service 
- Give as you earn scheme 
- Financial education, savings and personal loans through Neyber 
- Aqualibrium - our wellbeing programme including Mental Health First Aiders and free annual comprehensive health checks 
- Simply Health Cash Plan, Surgical Choices and Rewards 
- Confidential crisis support, counselling and legal advice 
- One day paid volunteering a year 
- Discounts with our subsidiaries and Garage 
 
Please note, this role is a full time, six-month fixed term contract, with the possibility of a permanent position at the end of the contract. 
 
Due to current Covid-19 restrictions, the role will be predominately home-based with some ad hoc visits into the head office at Redhill. As restrictions ease, we’ll be looking at office-based work with some flexibility around home-based working. 
 
This vacancy is being advertised by Webrecruit, who SES Water work in partnership with. The services advertised by Webrecruit are those of an Employment Agency.  We welcome applications from under-represented groups, particularly from individuals from black and other ethnic minority backgrounds, including nationality and citizenship, people with disabilities, (visible and hidden) and women. 
 
What’s next? 
 
If you are seeking your next challenge as a Customer Business Analyst, please select the apply button shown to be brought through to the application process. 
 
The health and wellbeing of our staff and interviewees is paramount, so we have put practices in place to keep all parties safe.