Customer Reporting Analyst
- Deliver business performance & operational reporting for Customer Services
- Deliver analysis to senior management that informs decision making and business improvement.
- Develop information systems to assess performance and improve processes.
- Parramatta Location
- $98,439.80 + base salary + Super + Leave Loading
At Sydney Water, we’re passionate about making a difference to the lives of our customers and communities
About us
We have a proud heritage and a progressive future, providing world class drinking water and beautiful waterways from the mountains to the sea. We see the world is changing so we are changing too. Our people and their jobs are as diverse as the communities we serve.
About the role
The role of Customer Reporting Analyst is to deliver business performance and operational reporting for Customer Services. This role carries out data extraction and analysis, creates and runs regular and ad-hoc reports and queries, and provides commentary, insights and interpretation of data. Role responsibilities include but not limited to;
- Extract data from relevant sources - SAP CRM, SAP Fiori, Maximo, BI, Oracle database etc.
- Run regular and ad-hoc reports and queries as required by the business.
- Analysis of trends in performance data - including the provision of evidence and thorough analysis that informs decision making at Executive and Board level.
- Provide advice on customer service performance against industry benchmarks and best practice measures, particularly for complaint reporting and analysis (including WSAA performance study and EWON complaint reporting).
- Collates reporting inputs from across the Customer Services to deliver relevant Group and Corporate reporting requirements. Coordinate the use of customer feedback to shape business decisions (i.e. customer research, post-contact surveys and complaint insights).
- Collect supporting material for internal and external audits (i.e. IPART efficiency and Operating Licence reviews, risk and fraud audits) as required.
- Maintain quality records to satisfy audit requirements. Review accuracy of reports and ensure data governance and assurance principles are adhered to.
About you:
- Tertiary qualifications in an appropriate discipline or relevant experience in a similar role.
- Experience in data extraction, manipulation, data integrity and quality measurements.
- Experience in reporting in a Customer Services setting desirable.
- Experience with SAP-CRM is essential.
- Demonstrated skills in use of spreadsheets, databases and visualisation tools.
- Sound verbal and written skills, providing in depth analysis and insights to senior management and Board.
- Demonstrated ability to work effectively as part of a team as well as autonomously.
- Ability to plan and organise to deliver to deadlines.
- Experience in the maintenance of systems for the gathering, analysing and reporting of information.
- Experience in preparing corporate reporting at Board level.
- Please see the position description for the role’s full accountabilities.
Application Close date: Friday 10th July
You must be an Australian Citizen or Permanent Resident at the time of submitting your application to be considered for this role. For more information, you can contact jess.mackay@sydneywater.com.au We want your perspective and ideas to help us find better ways to delight our customers, so we encourage you to apply no matter your age, sex or culture. You can be part of a committed, highly skilled team who’ll appreciate what you bring to the table. You’ll set and achieve real goals and make decisions that matter, as together we help shape the lifestyle of greater Sydney.
As part of the application process, Sydney Water will be collecting your personal information to assess your suitability for the role. We will also use your personal information to establish a LiveHire talent profile in our Talent Community. We look at our Talent Community first when new opportunities come up when you apply for a role. Your personal information will be collected in accordance with LiveHire’s Terms, Privacy Policy and Sydney Water’s Privacy Collection Statement – Job Application