Contract Performance Analyst
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
As a team, you will be supporting operational management of our partners, with delivery against key contractual KPIs such as NPS, Repeat contact, Complaint Management & Churn.
This is a great opportunity for someone who wants to learn the workings of a fast past operation, whilst delivering key insight and making a big impact to both operational stability, customer experience and cost.
Tracking of key contractual metrics will be required, alongside investigation and identification of potential opportunities to improve customer experience and reduce costs.
Your responsibilities
This role is for a highly skilled analyst, playing an important part in our Commercial Operations function by supporting improving the performance of our partners. Key areas include -
- Partner Operational Performance
- Partner Governance & Risk Policy Management
- Partner Quality, Hygiene & Training
- Partner People Engagement
Skills required to be successful in the role:
Essential:
- Passion for customer service
- Great communication
- Intermediate Excel data manipulation
- Ability to react quickly.
- Ability to deliver insights to tell a story.
Desirable:
- Basic SQL
What can we offer?
- Free TalkTalk broadband for all employees.
- Heavily subsidised meals in the TalkTalk 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.
- Electric Car charging points at the office.
- PLEASE ADD to these and/or reword.
What to do next?
If this 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.
Benefits
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My Wellbeing
We want you to feel good at work — and not just because you’re doing great things for our customers. We run lots of wellbeing initiatives throughout the year.
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My Products
We offer all of our people free TalkTalk Fibre, TV and Phone (you’ll be helping us make them what they are, so it’s only fair that you get to enjoy them).
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My Flexibility
We all lead different lives and like to work differently, so whether it's working from home or starting and finishing your day later, we’ll give you the flexibility you need to do your best work.
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My Benefits
Think company pension scheme, private medical insurance, income protection and life assurance, plus all sorts of other benefits designed to make your life easier.