The BI team is key to driving high quality services for customers living in fuel poverty. It is responsible for reviewing business processes, analysing process adherence to key KPIs, and recommending and managing changes to improve the efficiency and/or cost effectiveness of our services. The team are involved in both minor and major change initiatives, supporting a range of short and long term departmental and wider-business goals.

The BI Administrator will be responsible for reviewing the performance of our operational delivery teams to ensure they are successfully providing customers with energy efficiency improvements to their homes, analysing adherence to key processes, and providing analysis on any issues negatively impacting that success. The BI Administrator will directly conduct case studies with customers, to provide further insight and context to support analysis findings and to identify improvement opportunities.

Accountabilities and responsibilities
•    Analysing adherence to delivery timescales; providing insights into areas where those timescales are not met.
•    Conducting quality assurance audits on all delivery areas to ensure the quality of delivery is at the expected standard and analysing whether key KPIs have been met.
•    Maintaining up to date information and tracking on all audit scores and any findings through the analysis conducted.
•    Providing quality assurance scores to the relevant delivery managers, whilst working alongside the BI Coordinator to support the relevant business areas in maintaining or improving their scores.
•    Contacting customers to discuss their experience in dealing with the company, then utilising this feedback, in conjunction with findings from any other relevant work, to identify and recommend improvement initiatives.
•    Working alongside the BI Coordinator to provide insights on all the above to the BI Manager, for presentation in managerial discussions.
•    Scheduling regular audit process reviews, to ensure the metrics and KPIs being monitored are up to date, at all times.
Key knowledge and skills
•    Analytical skills (relevant experience desirable).
•    Basic Microsoft package (Excel in particular).
•    Problem solving skills (relevant experience desirable).
•    Time management – There will be numerous deadlines throughout each month which must be adhered to.
•    Excellent communication skills (effective communication with colleagues at all levels of seniority to convey quality requirements and suggest improvements).
•    Great attention to detail (e.g. thoroughness in reviewing processes, documentation, and data to ensure high quality standards are met).
•    Documentation and reporting (e.g. mapping processes and generating high quality reports)
•    Continuous improvement (a mindset that seeks out ways to improve working practices)
•    Customer focus
•    A willingness to learn new skills and adapt to changes in work requirements.