Who are TalkTalk?

TalkTalk are the UK’s leading value for money connectivity provider. We believe that simple, affordable, reliable and fair fibre should be available to everyone.

The role

We are looking for a part time Performance Improvement Analyst who can work two days a week, either Monday and Tuesday or Thursday and Friday.

As a Performance Improvement Analyst, you will be responsible for identifying opportunities to improve TalkTalk’s operational performance and ensure we remain complaint across all processes. Working with both internal and external stakeholders, analysing a range of operational, business and customer data to identify ways to improve performance and compliance across touchpoints. With full accountability for improving performance and compliance against both qualitative and quantitative metrics, you will take the lead on embedding a customer first focus culture at all levels and help us deliver a best-in-class offering. That means ensuring Partners are engaged with focus on customer experience, whilst delivering to company and commercial metrics to achieve their and TalkTalk’s full potential.

Your responsibilities

· Relentless passion for customer experience, always putting the customer first

· Reviews customer satisfaction and other operational metric results on a daily/weekly/monthly basis to identify trends in performance; produces weekly management reports

· Analyses qualitative and quantitative data and identifies performance and compliance improvement opportunities via Microsoft Pivot tables & via other tools. Proactively determines areas for drill-down focus and conducts analyses to understand the drivers of performance and compliance gaps

· Documents current operational processes as part of root cause analysis and input to improvement initiatives; identifies possible gaps that may be contributing to lower key metric results

· Facilitates and conducts root cause analysis to determine the underlying drivers behind performance gaps. Root cause may include on site observation, interviews, and process documentation

· Develops updates to reflect the current status of activities; monitors progress against action plans; monitors call centre operational performance on goals and objectives; isolates initiative effectiveness on improving key performance metrics

· Produces documentation of key insights quality analysis or root cause work, solution recommendations, solution business cases and action plan results for incorporation into internal or client reviews

· Supporting the delivery of new change, minimising impact to the operational performance

· Identify and challenge organisational processes that are unnecessarily complicated. Be able to add value and coach the organisation to inspect and adapt processes

· Undertake continuous process improvement service levels, quality, and cost reduction

· Support the delivery of improvement plans, ranging from customer experience plans to new journey led change

· Ensuring TalkTalk remain compliant on all provision regulation and industry agreements

Key skills required to be successful in the role:

· Customer Focus

· Data Analysis

· Stakeholder Management

· Problem-solving

What can we offer you?

· Free TalkTalk broadband for all employees!

· Electric car charging points available at our HQ.

· Heavily subsidised meals in the TalkTalk HQ Soapworks office in Salford.

· Access to the Perks at Work platform which gives you hundreds of discounts on high street brands.

· Flexible dynamic working is part of who we are at TalkTalk so please talk to us about how you like to work.

What to do next?

If this Performance Improvement Analyst role sounds like it could be for you, please apply and we will be in touch soon!

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.