Portsmouth Water is looking for a Real Time Analyst to join the Customer Services team. The successful applicant will provide live oversight of performance across all customer service channels, monitoring staffing, demand, adherence, and service levels to maintain a high‑quality customer experience.
Key Responsibilities
* Responsible for real time analysis across all lines.
* Analyse and assess gaps in required hours to ensure adequate coverage and achievement of service levels.
* Recommend changes to management to protect service levels, including in‑shift hour changes and overtime requirements.
* Design, deliver, and review accurate real‑time, daily, and ad hoc reports in collaboration with stakeholders, aligned to operational needs.
* Monitor live call queues to ensure service levels, ASA, and abandonment rates remain within targets.
* Track live call volumes, queue lengths, service levels, and wait times throughout the day.
* Ensure adherence to schedules for lunches, meetings, after‑call work, and administrative activities.
* Track all admin and integrity check queues, managing workloads by priority and oldest outstanding work.
* Maximise operational efficiency by balancing call demand with admin and integrity check work.
* Respond to operation incidents (e.g. major leaks, planned maintenance), ensuring appropriate business‑wide support is deployed.
* Coordinate with operational teams to understand the scale and impact of incidents on call volumes and adjust resourcing or messaging accordingly.
* Update IVR messages and queue announcements during incidents to reduce unnecessary call volumes.
* Maintain real‑time dashboards and tracking tools, ensuring ongoing data accuracy.
Skills, Qualifications & Competencies
* Strong planning and organisational skills, with a proven ability to meet deadlines.
* Confident in challenging existing processes and working practices to improve business outcomes.
* Comfortable operating in a fast‑paced environment.
* Excellent prioritisation, time management, and multi‑tasking skills.
* Highly motivated, positive, and able to work with minimal supervision.
* Customer‑focused problem solver with a proactive approach.
* Strong IT capability, including Microsoft Office (advanced Excel), call and workforce management systems, and telephony platforms.
* Experience producing and interpreting complex management information, presenting it clearly and logically.
Equal Opportunities
We’re committed to equality, diversity and inclusion and actively encourage applications from all sections of society.
The company has a responsibility to ensure that all employees are eligible to live and work in the UK.
What can Portsmouth Water offer you?
* 25 days of annual leave, plus bank holidays.
* Generous pension scheme, contributing up to 15%.
* Non‑contractual bonus of up to 6% of basic salary, linked to company performance.
* Enhanced maternity, paternity, and adoption leave and pay.
* All expenses covered summer and winter social events.
* Life assurance scheme providing a 4× salary lump sum benefit in case of the unexpected.
* Confidential mental health and wellbeing advice 24/7, and physical health support via Virtual GP service (available 8am–10pm, 7 days a week for you and your immediate family).
* Discounts at thousands of retailers and various other perks (electric vehicle scheme after 1 year, cycle‑to‑work scheme, health cash plan, and more).
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