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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
  • Developing visual reports, KPI scorecards and dashboards using Power BI

This role reports to the Head of Performance & Insights.

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.

About Us

FirstPort is the UK’s leading residential property service provider, caring for 290,000 homes in England, Wales and Scotland, across 5,000 developments. With over four decades of experience and 4,000 employees, FirstPort works with developers, investors, freeholder sand over 1,000 Resident Management Companies.

Main Responsibilities

  • Power BI Report development.
  • Expertise in using advanced-level calculations with data sets.
  • 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
  • Explore the potential within our data to improve customer experience and develop new operational processes to increase revenue or reduce costs within FirstPort
  • 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
  • Ad hoc insights to identify failure demand in our contact centres, root cause analysis and identify changes to resolve issues at source
  • Utilising existing technology in new ways to aid the reduction of manual handling and data capture (i.e. Power Automate / SharePoint Lists)
  • Support continuous improvement activity and document solutions for support teams

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.

The Benefits

Our customers deserve the best and the same applies to our people.  We’ll support you with all of the technology, training and support that you need to do your job well.  We offer competitive salaries and a range of benefit packages. In addition to the core benefits, we also offer a range of exclusive discounts on extra benefits to help you and your family make the most of your money, safeguard your future and look after your health.

Diversity

We’re committed to promoting diversity at FirstPort and recruit on merit.  We will consider applications from job share applicants.

Ready to Apply?

Click the below apply button to start your application for this role.  We will ask you to upload your CV and answer a few questions.  You may also be asked to complete verbal and numerical reasoning tests online.

If you meet the criteria for the role we’ll be in touch to arrange a short telephone interview and our shortlist of candidates will be invited to attend interviews with the hiring manager and up to three other key stakeholders.