Salary From £34,085 - £40,100 per annum depending on experience
Location Pity Me, Durham, County Durham
This is a , full time vacancy that will close in 13 days at 23:59 BST.
About the role
Performance Reporting Analyst (Contact Centres)
Working hours 37 Hours
Permanent
Salary from £34,085 to £40,100 per annum
Location Pity Me, Durham/Hybrid working
We’re open to discussing flexible working
About the role
We are looking for a Performance Reporting Analyst to play a key role in transforming data into meaningful business insight that supports operational decision-making and continuous improvement across our Contact Centres and wider Customer Directorate. Working within the Workforce Optimisation team, you will provide a high-quality analytics and reporting service, enabling stakeholders to understand performance, identify opportunities, and make informed decisions.
You'll be responsible for producing and maintaining performance reports, analysing large and complex datasets, and translating data into clear, actionable insights. Using tools such as Power BI, you'll help uncover trends, risks, and opportunities while ensuring reporting outputs are accurate, reliable, and delivered to agreed deadlines.
This is an exciting opportunity for someone who enjoys solving problems through data, influencing business decisions, and working closely with stakeholders across the organisation. While your focus will primarily be on contact centre performance, you'll also have opportunities to support wider reporting and analytics requirements across the business.
Key responsibilities include:
Developing, maintaining, and enhancing performance reporting and dashboards.
Analysing operational and customer performance data to identify trends and improvement opportunities.
Translating complex datasets into clear business insights and recommendations.
Supporting stakeholders in understanding performance drivers and setting appropriate targets.
Ensuring robust data quality, governance, and documentation standards.
Building positive relationships across the business to understand reporting requirements and provide valuable analytical support.
Supporting the development of new reporting, automation, and analytics solutions
About you
We're looking for a curious, analytical, and commercially minded individual who enjoys digging into data and uncovering the story behind the numbers. You'll be confident working with large datasets, engaging with stakeholders at all levels, and presenting insights in a way that drives action and improves performance.
You will bring experience in data analysis and business intelligence reporting, along with a passion for continuous improvement and problem-solving. You'll be comfortable working in a fast-paced environment, managing multiple priorities, and adapting to changing business needs.
You'll ideally have:
Experience manipulating and analysing large datasets from multiple sources.
Strong experience using Power BI or similar business intelligence tools.
The ability to convert complex data into meaningful business insight and recommendations.
Experience working in a fast-moving, performance-focused environment.
A track record of delivering high-quality outputs to tight deadlines.
Excellent analytical, communication, and stakeholder management skills.
The ability to explain complex information clearly to a range of audiences.
Knowledge of data quality principles and reporting best practice.
A proactive approach to identifying opportunities for improvement and driving positive change.
It would be beneficial if you also have:
Experience in a similar performance analyst or business intelligence role.
Knowledge of API integration and data connectivity principles.
Understanding of operational performance reporting within customer-focused environments.
If you're passionate about data, insight, and helping a business make better decisions, we'd love to hear from you.
Here at Northumbrian Water/Essex & Suffolk Water, we embrace and value Diversity, Inclusion and Equity, and encourage all colleagues to bring their most authentic self to work.
Our colleague network groups include our Rainbow Support Network (LGBTQIA+), REACH (Race, Ethnicity, and Cultural Heritage), WiSTEM (Women in STEM) and Thisability (disability and neurodiversity) networks. They provide a safe space for colleagues from diverse backgrounds, welcoming all colleagues regardless of their personal characteristics to participate in valuable conversation that improves our organisational awareness, understanding and inclusivity.
We encourage and welcome all applications, as we strive to be an equal opportunity employer, committed to having diverse communities represented within all our teams, structures, and organisation.
Please note this role will require a DBS to be completed prior to employment
NWG are an inclusive employer who support the rehabilitation of offenders, we will not, however consider candidates who have certain unspent convictions to ensure our commitment to fostering a safe and secure working environment for all OR colleagues, suppliers, customers and third parties.
About us
Here are NWG we strive to make Northumbrian Water Group (NWG) a Great Place to Work, for all. We embrace and value Diversity, Inclusion and Equity and encourage you to bring your full self to work. As an equal opportunity employer we’re committed to having a diverse community represented across our business.
We’re aware that not everyone will have every skill listed in the job description, however if you have some of the skills listed, we'd encourage you to apply
NWG at a glance:
Our purpose at NWG is caring for the essential needs of our communities and environment, now and for generations to come.
We do this by providing reliable and affordable water and wastewater services for our customers.
We make a positive difference by operating efficiently and investing prudently, to maintain a sustainable and resilient business.
Our vision is to be the national leader in the provision of sustainable water and wastewater services. To support us in achieving our vision, we have five core values which are the guiding principles, defining who we are, what we do and how we do it.
Our benefits
We’re a Great Place to Work because of the amazing people who work for us, and to say thank you we offer a range of benefits to colleagues. Our ‘Tap Into’ benefits include:
Generous holiday entitlement starting at XX days, plus bank holidays and additional time off on Christmas Eve and New Year’s Eve. There’s also the option to buy or sell holidays.
Company pension scheme, where we’ll double match your contributions up to an employer contribution of 11%.
Free access to local attractions.
A fantastic discount scheme, with savings on days out, shopping, travel and more.
Award winning ‘Living Well’ wellbeing support, including access to a digital GP service for you and your family members.
Support with sustainable travel – through salary sacrifice cars and a cycle to work scheme.
Financial wellbeing support – access our community savings scheme, financial education and low cost loans through Salary Finance. We also provide 4 x Life Assurance and an Income Protection Scheme.
Support with your development – we offer a range of development opportunities, can support you through an interest free qualification loan and we’ll even pay for any relevant professional body subscription.
About us
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.
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Our values
Our values describe our main principles, qualities and attributes. They are the guiding principles which define who we are, what we do and how we do it. They make us different from our competitors and guide our decisions and actions to drive us towards our vision.
Our values are:
Results Driven
We take responsibility for achieving excellent business results.
Ethical
We are open and honest and meet our commitments with a responsible approach to the environment and our communities.
Customer Focused
We aim to exceed the expectations of our internal and external customers.
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Innovative
We continuously strive for innovative and better ways to deliver our business.
One Team
We work together consistently, promoting co-operation, to achieve our corporate objectives.
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Colleague benefits
We’re the great company we are because of you – our people. As our way of saying thanks, you'll be eligible to some of our wide range of benefits and discounts to take advantage of.
To find out more about our benefits, see our benefits booklet attached to this advert.
Eyecare
Discounted Medicals
Employee Assistance Programme
Cycle2work
Buying & selling annual leave
Long service awards
Salary sacrifice car scheme
Computer
Loans
Award winning wellbeing site
NWG savings scheme
Company pension scheme
Pre-retirement workshops
Life assurance
Christmas savings club
Discounts & cashback offers
Qualification loan
Documents
Business Plan 2025-30 - Essex & Suffolk Water - DownloadBusiness Plan 2025-30 - Main Report - DownloadBusiness Plan 2025-30 - Northumbrian Water - DownloadRestore and Regenerate - Our Environment Strategy to 2050 - DownloadPerformance analyst 2026.docx - Download
