Fixed Term Contract (Maternity Cover) until April 2026
Are you passionate about using data and service insights to make a real difference in customers’ lives? Do you thrive on improving performance, empowering others, and driving innovation in customer experience? If so, we’d love to hear from you!
At Stonewater, we’re on a mission to provide high-quality, affordable homes and excellent services. We’re looking for a Business Performance Analyst to join our dynamic New Homes team and help us deliver on our customer promise.
What you’ll be doing:
1. Reporting & Insights – Provide regular data and reporting on key performance indicators (KPIs and PIs) to support the day-to-day running of the New Homes team.
2. Governance & Audit – Ensure all regulatory and governance obligations are met, managing the information needed for audits and compliance.
3. Driving Improvement – Identify performance gaps and lead on service improvements and training initiatives to boost team performance and customer satisfaction.
4. Empowering Teams – Help colleagues enhance every customer interaction, adding value and improving operational efficiency.
5. Supporting Innovation – Work closely with the New Homes Manager to continuously evolve the service – with a strong focus on Salesforce CRM and customer-focused solutions.
6. Service Excellence – Get hands-on with complex case management, complaint resolution, and performance development, ensuring we deliver a consistently high level of service.
The ideal candidate will:
7. Have strong people management experience, ideally gained within a customer focused environment, delivering an excellent service to internal and external customers.
8. Be able to inspire, motivate and develop employees and teams, demonstrating support, cooperation, empowerment and leadership.
9. Have strong productivity and performance management skills, with experience in managing capability and performance concerns.
10. Have strong knowledge of sales/conveyancing process and lettings process.
11. Be highly organised with attention to detail.
12. Be experienced in defining and working to KPIs and SLAs.
13. Be able to work effectively in partnership with colleagues and stakeholders at all levels.
14. Have good numeracy and literacy skills, including statistical and performance information analysis and report writing.
Appointment to this role will be subject to a satisfactory Disclosure and Barring Service Check, satisfactory references and possession of a valid Right to Work document.
Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.