Portsmouth Water
Customer Service Real-Time Analyst
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Real Time Analyst – Customer Services
We’re making a difference: Together, we can ensure that there is enough water for everyone, now and in the future.
Portsmouth Water are delighted to announce an opening for a Real Time Analyst to join the Customer Services team.
We are looking for someone to play a key role in ensuring the contact centre runs smoothly and efficiently by providing live oversight of performance across all customer service channels. This role will monitor staffing, demand, adherence, and service levels, responding quickly to changes to maintain a high-quality customer experience. The successful applicant will proactively manage resources and real-time issues, collaborating closely with operational leaders to minimise wait times, reduce backlogs, and support frontline teams in meeting performance and regulatory requirements.
About the Role
This position will empower you to drive operational excellence by ensuring robust and proactive resource management, delivering exceptional customer service.
Key Responsibilities
- Responsible for real-time analysis across all operational channels
- Analyse and assess gaps in required hours to ensure adequate coverage and achievement of service levels
- Recommend changes to management regarding in-shift hour adjustments and overtime requirements to protect service levels
- Design, deliver, and review real-time, daily, and ad hoc reports in collaboration with stakeholders, aligned with operational needs
- Monitor live call queues to ensure adherence to service levels, ASA (Average Speed of Answer), and abandonment rates remain within targets
- Track live metrics, including call volumes, queue lengths, wait times, service levels, and performance throughout the day
- Ensure strict adherence to schedules for lunches, meetings, after-call work, and administrative activities
- Track all admin and integrity check queues, managing workloads based on priority and oldest outstanding work
- Maximise operational efficiency by balancing call demand with admin and integrity check work
- Respond to operational incidents (e.g. major leaks, planned maintenance) and deploy appropriate business-wide resources
- Coordinate with operational teams to understand the scale and impact of incidents on call volumes and adjust resourcing, messaging, or queues accordingly
- Update IVR messages and queue announcements during incidents to reduce unnecessary call intake
- Maintain real-time dashboards and tracking tools, ensuring ongoing data accuracy
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What Do You Need?
We’re seeking a highly organised, proactive, and analytical professional with strong problem-solving and technology proficiency. Key requirements include:
Skills, Qualifications & Competencies
- Strong planning and organisational skills, with a track record of meeting demanding deadlines
- Ability to challenge existing processes and working practices to drive business improvement
- Comfortable operating in a fast-paced environment
- Excellent prioritisation, time management, and multitasking skills
- Highly motivated, positive attitude, able to thrive with minimal supervision
- Customer-focused problem solver with a proactive approach
- Advanced IT proficiency, including:
- Microsoft Office (especially Excel)
- Experience with call and workforce management systems
- Working knowledge of telephony platforms
- Proficiency in producing and interpreting complex management information, presenting it clearly and logically
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Benefits
At Portsmouth Water, We Believe in Rewarding Our People. As a valued member of the team, you’ll enjoy wide-ranging benefits including:
- 25 days of holiday + bank holidays: Plenty of time to recharge and explore
- Generous pension scheme: Up to 15% contribution from the company, to secure your future
- Performance-linked bonus: Non-contractual potential bonus of up to 6% of basic salary, linked to company success
- Family support: Enhanced maternity, paternity, and adoption leave, offering financial security during key life moments
- Social events: All-expenses-covered summer and winter social events
- Life assurance scheme: Provision of a 4x salary lump sum for financial reassurance in unforeseen circumstances
- Comprehensive wellbeing support:
- Confidential mental health & wellbeing advice 24/7 via Employee Assistance Programme
- Access to a Virtual GP service (7am–10pm across 7 days/week) via HealthHero app for you and your immediate family
- PW Perks: Exclusive discounts at thousands of retailers, and benefits including:
- Electric Vehicle Scheme (awarded after 1 year)
- Cycle to Work Scheme
- Health Cash Plan and more
To apply for this exciting opportunity, we encourage you to submit your application as early as possible. Due to the high volume of anticipated interest, we may close this advert early. Kindly note, we actively seek to foster an inclusive and equal environment, and applications from all sections of society are welcome.
I appreciate your attention to these vibrant benefits as you evaluate our role in creating sustainable water resources for the future.
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