Customer Service Analyst

Primary Location WA-Perth - North-Balcatta Office Organization Customer Service

• Based in Balcatta, with free parking

• Permanent full time position

• $112,195 plus 11% Super

About the role:
We have a permanent opportunity for a Customer Service Analyst.
Based in our Balcatta office, you will be responsible to design and development of reports and analysis to provide information and insights to support decision-making for the Customer Service business unit, utilising multiple corporate data sources.

Real benefits that matter.

• Real flexibility with options to work from home, flexible work hours
• Two well-being days each year to do whatever you need to do to feel good
• Access to long service leave pro rata after 3 years of service
• Generous co-contribution superannuation up to 13%
• Purchase additional leave of up to 4 weeks

What the role will involve:

• Develop metrics and reports from primary and secondary data sources to support Customer Service
• Provide insights through the utilisation and interpretation of agent and Customer Service performance data.
• Provide and coach team leaders and managers with skills to read, interpret and understand performance metrics.
• Develop and maintain reporting manuals and a reporting data dictionary.
• Deliver ad-hoc reporting solutions in response to changing business needs, and management of information requests and Customer Service initiatives.

Key skills and experience:

• Degree level qualification in relevant discipline
• Considerable experience in a reporting analyst role working on designing and development of reporting tools and dashboards
• Proven ability to organise, plan and prioritise assignments within multiple projects and perform complex analytics autonomously.
• Highly developed operational understanding of Outbound, Contact Centres, and Customer Service departments.
• Understanding of data structures, models and SQL reporting techniques.
• Advanced in MS Access and MS Excel.
• Advanced Power BI.

Apply: If you are interested in the above opportunity please submit a covering letter and resume that best demonstrates your ability to meet the requirements of the role.
Applications close Friday 14th June 2024
Please note: As part of the recruitment process, you may be required to complete pre-employment screening which may include a medical, qualification check, police clearance and Australian working rights check.
Our commitment to a diverse and inclusive workplace:
Water Corporation is committed to creating a workforce that reflects the diversity of our customers and our community. How we will achieve this is outlined in our Diversity and Inclusion Strategy and People and Safety Strategy. We acknowledge the different skills, experiences and perspectives that people from diverse backgrounds including, race, ethnicity, disability, age, gender identity and sexual orientation bring to the workplace, will only strengthen our workforce. We are committed to ensuring that our workplace is inclusive, where all our people feel that they belong, are valued, respected and have equal access to opportunities and resources. We encourage applications from our key priority communities – Aboriginal and Torres Strait Islander people, people with disability, women, youth and people from culturally and linguistically diverse backgrounds. We are committed to ensuring an accessible and inclusive work environment to enable people with disability to participate fully in all aspects of employment wherever possible by offering reasonable adjustments including adjustments in our recruitment, selection and appointment processes.”
Applicants with disability who require adjustments in the recruitment process, or alternative methods of communication, can contact a Recruitment Officer at recruitment@watercorporation.com.au or 08 9420 2000.
To learn more about our commitment to diversity and inclusion please visit our website.