Performance Analyst
External
Mearsgroup · Milton Keynes - Woodlands Business ParkPrepare for this interview
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About the role
We're looking for a Customer Insight Analyst who is passionate about understanding customers and improving services. This role focuses on using customer data, feedback, and operational datasets to understand what's really happening within our repairs and maintenance services and identifying where we need to improve. You'll use tools such as Excel and internal data sources to investigate trends, explore issues, and uncover the root causes behind customer dissatisfaction. This is not just about reporting it's about digging into data, asking the right questions, and turning insight into practical actions that improve our service and customer experience. Using Excel and internal datasets to investigate customer trends and service performance Analysing complaints, feedback, and satisfaction data to identify recurring issues Carrying out deep-dive investigations into problems such as: repeat repairs, missed or late appointments, delays in service delivery Identifying root causes behind customer issues, not just reporting metrics Combining data analysis with an understanding of how services operate day-to-day Working closely with operational teams to validate findings and agree improvements Turning insight into clear, practical recommendations Tracking the impact of changes on customer satisfaction and service performance Presenting findings in a simple, clear and actionable way
Requirements
- Experience working with datasets (particularly in Excel) to investigate problems and identify trends
- Strong ability to analyse data and ask the right questions to get to the root of issues
- Experience using customer feedback, complaints, or performance data to support improvements
- Ability to identify root causes, not just describe what is happening
- Strong communication skills - able to explain findings in a clear and practical way
- Comfortable working with operational teams to influence service improvements
- A proactive mindset with a genuine interest in improving customer experience
- Desirable
- Experience in housing, repairs, maintenance, utilities, or another service-based environment
- Experience working with customer satisfaction or complaints data
- Familiarity with tools such as Power BI (helpful but not essential)
Benefits
Additional Information
Annual salary: up to £31,101.84 Customer Insight Analyst Location: Milton Keynes Salary: £31,101.84 per annum Hours: 42.5 hours per week Fulltime - Office based - permanent Monday - Friday
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