Customer Experience Performance Analyst Tachbrook Park Permanent, Full-time, Hybrid About the Role We’re looking for a motivated and analytical colleague to join us as a Customer Experience Performance Analyst. This is a great opportunity to step into a role that offers real insight into how our Customer Service operation performs, while playing a key part in ensuring that processes run smoothly and effectively. Working closely with our Billing and Performance Team Leader, you’ll act as one of the performance “gatekeepers” for Customer Service—helping to ensure our plans, forecasts, and KPIs are accurate, meaningful, and actionable. Your work will directly support teams across the business and contribute to driving improvements in efficiency and service delivery. This role is ideal for someone who enjoys problem-solving, analysing data, and collaborating with a range of stakeholders. It’s also a fantastic chance to deepen your understanding of Calor’s systems and processes while building a strong platform for future progression. Key Responsibilities Update weekly statistical capacity plans, investigate variances, and recommend corrective actions. Support the development of more accurate capacity plans and reporting tools. Extract demand outlooks, update planning models, and suggest solutions when demand doesn’t align with commercial or financial expectations. Act as the first point of contact for Customer Service KPI and planning queries. Help manage workload distribution across Customer Operations Centres (COCs) to maintain service levels. Monitor performance against plans, highlight trends, and recommend improvements. Produce and track key KPIs that influence team leader focus and performance. Essential Skills Strong computer and data analysis skills. Ability to interpret information and identify process improvements. Proficient in Microsoft Office. Strong problem-solving skills and the ability to support colleagues under pressure. Confident communicator, able to work with stakeholders at all levels. Proactive approach to sourcing information and resolving challenges. Desirable Skills Experience with Calor systems, processes, and people. Previous experience in a similar analytical or planning role. Understanding of Calor’s business lines and fulfilment processes. Degree in Supply Chain, Business, or a related field. Why Apply? If you’re looking to take the next step in your career at Calor, this role offers: A deeper understanding of how Customer Service operates behind the scenes. Opportunities to work cross-functionally and gain exposure across the wider business. The chance to directly influence performance, efficiency, and customer outcomes. Development of highly transferable analytical, planning, and stakeholder-management skills. If you're driven by curiosity, enjoy working with data, and want a role where your work makes a tangible impact, we’d love to hear from you.