PURPOSE:

To maintain the Group’s performance management information. Providing support to the business in the collection of data.

To support the business in the co-ordination and administration of the suite of monthly Key Performance Indicators.

To assist with the collection and analysis of customer survey responses and developing surveys to meet the changing needs of the business.

To support the use and development of data collection processes, including reviewing and validating data across databases and infrastructure applications.

To assist with gathering end user requirements and development of dashboards and creation of reports, supporting users to maximise benefits and insights to inform decisions and service delivery.

KEY ACTIVITIES:

To co-ordinate the monthly cycle of performance data collection and analysis, including monitoring, presentation, and reporting metrics to various bodies throughout the organisation. 

Co-ordinate the collection and submission of monthly and annual performance data for regulatory reporting and benchmarking.

Analyse and validate performance data against defined requirements, identifying anomalies and working with the business to ensure data is accurate.

Support implementation of enhanced data management processes and error checking to ensure data anomalies are eradicated.

Assist with the day-to-day delivery of customer satisfaction survey services, liaising with internal and external suppliers as required.

Assist with maintaining customer survey lists, liaising with service teams as required to ensure data is accurate, up-to-date, and compliant with TCH GDPR Policy.

Manage the collection of customer survey responses, and support analysis of customer feedback on behalf of service teams, including maintaining survey response logs to enable service teams to action feedback.

Co-ordinate the collation of customer satisfaction data and production of monthly and quarterly performance reports showing the results of the surveys.

Support the maintenance of data, performance, and Power BI reporting across the business, in line with internal and external definitions and requirements.

Assist with the provision, development and rollout of reporting services and data analysis throughout the business.

Support users in the production of new data reports and assist users in becoming self-sufficient in running reports independently.

Develop and maintain excellent working relationships across the organisation and with external contractors.

Undertake research as requested to support service improvement and identify good practice.

GENERAL:

To adhere to the Group’s equal opportunities policy and to actively promote equality of opportunity wherever possible.

Recognise, respect, and promote the different roles and diversity of the individuals within the Group.

To actively contribute towards the Group’s key performance indicators and professional standards.

Work in accordance with the General Data Protection Regulations (GDPR) and ensure you attend training on data protection regularly.

To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.

To take responsibility for your own development and professionalism, ensuring that you keep up to date with new developments and continuously expand and build on your knowledge.

Attend and participate in training and other meetings and staff events as required.

Be an effective member of your team, presenting a positive impression of your section and the Group.

This job description is a guide to the nature of the work required.  It is not comprehensive, and it is expected that other duties will be undertaken as this role develops and as may be reasonably expected.

PERSON SPECIFICATION 

Educaitons and Qualificaions:

Good standard of education - Essential 

Knowledge and Experience: 

Demonstrable experience of analysis and application of data - Desirable

Able to write reports - Desirable

Able to present data concisely - Essential 

Good Excel skills - Essential 

Experience of researching topics - Desirable

A good understanding of data hubs and data management principles and techniques - Desirable

Experience of Power BI development and administration, including design of data models and visualizations - Desirable

Knowledge of Power BI Power Query, M Query and DAX - Desirable

Knowledge of SQL Server Database and Microsoft Dataverse (Power Platform) - Desirable

Proficiency in SQL - Desirable

Behaviours and Skills 

Attention to detail, spots errors and omissions and rectifies mistakes - Essential 

Good analytical skills, able to analyse and interpret numerical and verbal information - Essential 

Excellent communication and interpersonal skills - Essential 

Communicates effectively and professionally, able to build effective working relationships - Essential 

Good customer service skills - Essential 

Takes ownership of problems and identifies solutions - Desirable

Has a can-do attitude, able to work in difficult circumstances - Desirable

Able to work effectively within tight timescales - Essential 

Good team working skills, able to support others and provide assistance  - Essential 

Good planning and organising skills, works in a methodical and organised way - Essential