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Why choose us?
Choosing to work for SMS means choosing to make a difference. We are changing how businesses and consumers use energy for the better, helping achieve a greener, sustainable, and more affordable energy system for everyone. Through our range of innovative energy solutions, we are delivering the future of smart energy – working closely with private and public sector partners we are playing a critical role in transforming and decarbonising the UK economy by 2050.
What's in it for you?
* 25 personal holiday days per year (with additional 8 public holidays) increasing to 30 personal days after 5 years of service (includes options to buy and sell)
* Hybrid working options. Enhanced Maternity leave. Paternity and Adoption leave.
* Automatically qualify for our Employee Incentive Plan (be rewarded like an owner!).
* 24/7 free and confidential employee assistance service.
* Medicash health plan offers a wide variety of benefits from cashback on everyday healthcare treatments like optical, dental and physio treatments. Discounted gym memberships and free 24/7 online GP.
* Life Insurance (4 x annual salary)
* Pension matching scheme (up to 5% of salary)
* Developing our people is important to us - we support and encourage development by offering internal and external accredited courses, secondments and study support.
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What's the role?
As a Campaign and Performance Analyst, you will be responsible for creating smart meter campaigns, this will include sending a variety of different communications to customers to drive the best possible uptake to support the day-to-day contact centre operations.
You are responsible for ensuring the dialler platform is providing the correct data to our call centre colleagues in real time and preparing data for future campaigns.
Ideally you will have some experience working with data and experience supporting multi-channel campaigns. Naturally you will have great communication and a keen eye for recognising opportunities to improve the way we work. Excel knowledge is pivotal to the role, as you will be using this daily.
* Manage the end-to-end Customer contact Campaigns, as a part this you will be expected to initiate Emails, Texts and add calls to a dialler as well as supporting the businesses transition to a more digital future.
* A keen eye for detail to identify more efficient ways of working and not afraid to challenge the “status quo”.
* Make recommendations to business to improve ways of working to deliver a maximum performance.
* Available to support our clients through their campaign journey as you are a pivotal part of their experience.
Your core working hours would be a 40-hour week Monday to Friday with shift patterns within the hours of 8am-4.30pm.
Key Responsibilities:
* Monitor, track and analyse performance of campaigns, proactively making necessary changes to meet service level and targets.
* Forecasting, planning and redistributing resource across the floor to cover priority tasks, to meet service level and targets.
* Develop and produce insightful management information with recommendations for improvements.
* Thinking of innovative ways to improve the customer experience.
* Own all systems issues impacting operations through to resolution.
* Manage the Five9 Dialler solution, ensuring it is appropriately maintained and always performing at optimum levels.
To be considered for this role, we would love you to have/be:
* Five GCSE grades A* to C or equivalent.
* High level of competency working with all Microsoft office tools (specifically Excel).
* Strong analytical and organisational skills.
* A proven track record of working with stakeholders.
* The ability to prioritise workload, meet deadlines and perform multiple tasks with attention to detail.
* The ability to communicate call centre data/forecasts to all levels of employees in an understandable fashion.
* The ability to work independently with minimal supervision as well as working as part of a team.
* Strong problem-solving skills.
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