Operations Partner ( Insights and Performance)

Job Role: Operations Partner (Insights and Performance)

Location: Flexible

Job Sector: Customer Service

Hours: 35 hours per week

As the Operations Partner (Insights and Performance), you will contribute to our vision of being the UKs favourite property manager by:

Working closely with Operation leaders to understand trends in performance metrics and suggesting ways to improve customer outcomes
Providing insights for action that allows FirstPort to reduce cost to serve, increase revenue generation and deliver better customer experience
Helping to shape operational strategy at FirstPort by using data insights to support operational change programmes
This role reports to the Head of Operational Performance & Analysis.

About You:

You have the ability to work with large scale, complex data sets and are a curious thinker that seeks to understand the root cause of customer service failures

Being a motivated self–starter than operates without strict boundaries or guidelines you have the ability to present complex data in a simple, action focused output.

As you are a confident communicator you are able to present to senior leaders, and use data to influence and drive performance.

Main Responsibilities

Ad hoc insights to identify failure demand in our contact centres, root cause analysis and identify changes to resolve issues at source
Act as a bridge between the central Business Intelligence team and the Operational leadership team to ensure our performance reporting captures operational requirements and is delivering positive behavioural change across our leadership teams
Provide data and analytical support for strategic decision making within FirstPort
Develop new performance metrics that help to improve operational efficiency and customer experience
Understand incoming demand trends within our contact centres to help improve forecasting accuracy
Partner with Heads of Operations to help them understand how to use the data we hold on our customers to improve customer experience and retention
Explore the potential within our data to improve customer experience and develop new operational processes to increase revenue or reduce costs within FirstPort
Our Values

Friendly – We look out for people's best interests and show them we care by dealing with them in a warm and friendly manner.

Inventive – We're creative and resourceful. We strive to improve what we do and how we do it, so we can provide the best ideas and solutions to look after people, their homes and communities.

Respectful – We listen, consult and take on–board people's opinions and needs. We understand the importance of the home and community in people's lives, and act with respect at all times.

Skilled – We've the qualifications, experience and take great pride in our work to consistently deliver the highest standards and value for money. We're informed, and we're always building on that knowledge to constantly improve our quality of service.

Trustworthy – We're always professional, reliable, open and honest. People can depend on us to keep our promises and follow through on our commitments