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Performance Improvement Analyst, Salford
Client:
TalkTalk Telecom
Location:
Salford, United Kingdom
Job Category:
Other
EU work permit required:
Yes
Job Reference:
ce05e8c8d128
Job Views:
10
Posted:
26.04.2025
Expiry Date:
10.06.2025
Job Description:
Who are TalkTalk?
TalkTalk is the UK’s leading value-for-money connectivity provider. We believe that simple, affordable, reliable, and fair fibre should be accessible to everyone.
The role:
We are seeking a part-time Performance Improvement Analyst to work two days a week, either Monday and Tuesday or Thursday and Friday.
As a Performance Improvement Analyst, your responsibilities include identifying opportunities to enhance TalkTalk’s operational performance and ensuring compliance across all processes. You will analyze operational, business, and customer data in collaboration with internal and external stakeholders to improve performance and compliance. You will be responsible for embedding a customer-first culture at all levels, engaging partners with a focus on customer experience, and delivering against company and commercial metrics to maximize potential.
Your responsibilities:
* Demonstrate a relentless passion for customer experience, always prioritizing the customer.
* Review customer satisfaction and operational metrics regularly to identify performance trends; produce weekly management reports.
* Analyze qualitative and quantitative data to identify performance and compliance improvement opportunities using tools like Microsoft Pivot tables and others. Conduct detailed analyses to understand drivers of performance gaps.
* Document current processes as part of root cause analysis and improvement initiatives; identify gaps affecting key metrics.
* Facilitate root cause analysis to uncover underlying drivers behind performance gaps, using observations, interviews, and process documentation.
* Develop updates on activity status, monitor progress, and assess the effectiveness of initiatives on key performance metrics.
* Create documentation of insights, analysis, recommendations, business cases, and action plans for internal or client reviews.
* Support the implementation of change initiatives, minimizing operational impact.
* Identify and challenge unnecessarily complex organizational processes, adding value and coaching teams to inspect and adapt.
* Engage in continuous process improvement to enhance service levels, quality, and cost efficiency.
* Assist in delivering improvement plans, including customer experience enhancements and new journey-led changes.
* Ensure TalkTalk remains compliant with all relevant regulations and industry standards.
Key skills required:
* Problem-solving
What we offer:
* Free TalkTalk broadband for employees!
* Electric car charging points at HQ.
* Subsidized meals at the Salford office.
* Access to discounts via the Perks at Work platform.
* Flexible working arrangements—discuss your preferred work style with us.
Next steps:
If this role interests you, please apply, and we will contact you soon!
As a Top 50 Inclusive Employer in the UK, we value diversity as a driver of success and innovation. We aim to reflect the communities and customers we serve. Inclusivity is integral to our culture; we are all 100% human, fostering an environment where you can be your authentic self.
We are not your typical 9-5 workplace. We are dynamic, and we welcome conversations about how you like to work.
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