Performance Analyst, Customer Service​/HelpDesk

Annual salary: up to £31,101.84

Customer Insight Analyst

Location:

Milton Keynes
Salary:£31,101.84 per annum

Hours:

42.5 hours per week

Contract:

Permanent, Full Time
Working Pattern:

Monday to Friday, Office Based

Be the Voice Behind a Better Customer Experience

Are you passionate about understanding what customers really need?

Do you love turning data into stories, identifying trends, solving problems and influencing positive change?

We're looking for aCustomer Insight Analystto join our team in Milton Keynes. This isn't just a reporting role - it's an opportunity to shape how our customers experience our services every day.

As our Customer Insight Analyst, you'll combine your analytical expertise with your understanding of the customer journey to uncover valuable insights that drive service improvements. You'll work closely with operational teams, leaders and stakeholders to identify opportunities, solve challenges and ensure customer feedback translates into meaningful action.

If you're naturally curious, enjoy digging into data, and are motivated by making a real difference to customers, we'd love to hear from you.

What You'll Be Doing
Championing the voice of the customer by analysing feedback, satisfaction measures and service performance data.
Mapping customer experiences and identifying opportunities to improve the customer journey.
Turning complex datasets into clear, actionable insights that support business decisions.
Interpreting Power BI dashboards and reports that help teams understand performance and drive improvement.
Investigating trends, recurring issues and root causes to support problem resolution and service enhancement.
Workingcloselywith operational

Supervisors and Managers to understand challenges and identify solutions.
Monitoring customer performance metrics and identifying opportunities to improve service outcomes.
Presenting findings in a clear, meaningful way that drives action and positive change.
Supporting a culture of continuous improvement through evidence-based recommendations.

What We're Looking For

We're looking for someone who combines analytical thinking with a genuine passion for customer experience.

You'll be:
Naturally curious and motivated to understand why things happen.
A confident communicator who can explain data to different audiences.
Passionate about improving customer outcomes.
Comfortable challenging processes and identifying better ways of working.
A team player who enjoys building strong relationships across the business.
Solution-focused, proactive and driven by results.

Skills and Experience

Essential
Experience in data analysis, customer insight, performance reporting or business intelligence.
Strong understanding of customer satisfaction measures and customer experience improvement.
Advanced Excel skills including complex formulas, pivot tables and data visualisation.
Working knowledge of dashboards and reports using Power BI.
Ability to analyse large and complex datasets and convert findings into actionable recommendations.
Excellent numerical, analytical and problem-solving skills.
Experience identifying trends, root causes and improvement opportunities.
Ability to communicate insights clearly and influence decision-making.

Desirable
Experience working within repairs, housing, facilities management or customer service environments.
Experience creating dashboards and reports using Power BI.
Knowledge of customer journey mapping and service improvement methodologies.

What' we offer you:

At Mears, our people make the difference. We believe in creating an environment where colleagues feel valued, supported and empowered to grow.

You'll benefit from:
25 days annual leave plus bank holidays.
Private medical care.
Annual Mears Fun Day - our company-wide celebration and thank you event.
Paid Volunteering Leave to support causes that matter to you.
Mears Rewards, offering discounts on groceries, holidays, eye tests and much more.
Share Save Scheme.
Family-friendly policies.
Opportunities to develop your career within a leading provider of housing and property services.

This is your opportunity to take a lead role in a dynamic, purpose-driven team. Join Mears and help us deliver repairs that really…