Real Time Analyst

Who are we?

Thames Water is the UK’s largest water and wastewater company. We make a daily difference to our 15 million customers by supplying 2.6 billion litres of water through 32,000 km of pipes, keeping taps flowing and toilets flushing.

At Thames Water, every one of our actions, big and small, matters every day. Water is essential to life, so our business is always open.

What you’ll be doing

Thames Water are currently looking to recruit a Real Time Analyst to join the team. You 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. Taking actions to ensure Customer service is stable, making recommendations, and providing performance summaries and reports. Ensuring on BAU days that you have total control of what is happening across multiple contact centres and provide support to the Real-Time Manager as & 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 & Forecasting Team to optimize Intraday forecasts/schedules going forward

What you should bring to the role

• An understanding of Amazon AWS
• Relevant Workforce Management experience - Verint preferred
• An understanding of the need to have the planning agents work, across the business day to ensure good Customer service.
• Be able to liaise with staff at all levels and ability to effectively and appropriately challenging
• Show ability to work within a fast-paced environment
• Strong numerical, analytical skills and data analysis
• Excellent IT skills – relevant industry-specific tools and systems as well as Office Word Outlook, Excel, and PowerPoint
• Customer focused
• Excellent communication skills, verbally and written
• Understanding/ knowledge of Outsourcing partners/multi-functional sites
• Flexible approach to working hours evening, early mornings, and weekends

Flexible working hrs 1 week 08:00 - 16:00 & week 2 12:30 - 20:00, with working 1 weekend in 4 Sat 08:00 - 18:00 & Sunday 08:00 - 13:00 with 2 lieu days in week.

What’s in it for you?

This is a great opportunity for a customer focussed analyst to join a growing team and share our team vision of building an innovative, industry-leading Insight & Analytics capability that drives the organization to provide a brilliant customer experience, underpinned by continuous investment in our colleagues and our capability & our culture.

Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing to 30 with length of service and a wider benefits scheme. Our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.

Thames Water is a dynamic, rewarding and diverse place to work, with opportunities around every corner. If you join our team, you’ll enjoy a fulfilling career and flexible working arrangements.

We’re also proud to embrace and promote diversity and believe that creating a workforce that reflects the communities we serve will help us to thrive. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process.

Find out more about working at Thames Water

We deliver life's essential service so our customers, communities and the environment can thrive. This means, when a crisis happens, we all rally round to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an Ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business, meet colleagues and a earn bit of extra money along the way.

Disclaimer: due to the high volume of applications we receive, we may close a vacancy earlier than the advertised date. This is so we can manage all the applications properly and give candidates a positive experience. Once closed, we can’t consider any further applications, so please submit your application as soon as possible to avoid disappointment.