Customer Analyst

Job Description

Customer Analyst

Location:

With our Flexible First working arrangements we empower our colleagues to work in a way that best suits them – meaning location doesn’t need to be a barrier. This role offers the opportunity to be largely Homebased with the expectation of attending the Stockport office on a weekly basis or when required by the business.

We have tailored our well-being & benefits package around our employees as follows;

• Competitive salary and bonus potential

• Employee Energy Allowance at 15% of the government price cap

• Pension scheme

• Company Funded Healthcare Plan

• 25 days holiday allowance, plus public holidays, and the option to buy up to 5 additional days

• Excellent range of flexible benefits, including technology vouchers, electric car lease scheme & travel insurance

Overview

Our department supports customer getting out of debt throughout the credit life cycle, including 3rd party relationship management and supporting vulnerable customers.

The Role

The Customer Analyst will be responsible for defining, developing, implementing, and measuring collections strategies for customers who are in debt, with specific focus on an allocated area (Home, Complex Resolutions or Final Debt)

Your daily responsibilities will be:

• Lead the provision of analytical and reporting insight to support the delivery of effective credit risk management tools and techniques which are aligned to the business’ credit risk appetite and underpin the customer relationship with British Gas throughout the credit lifecycle.

• Proactively identify opportunities to expand or rationalise credit risk reporting and/or processes based upon changing requirements of the business

• Identify and lead further areas for risk assessment through ad-hoc analysis, use appropriate credit risk analytical techniques to target relevant data to drive understanding of portfolio trends and opportunities to improve business performance

• Lead the development, validation, enhancement and tracking of robust MI for credit risk initiatives and champion versus challenger programs, and ensure the Credit Risk Management Team is proactively informed of performance

• Provide an effective personal contribution to the sharing of knowledge, ideas and information relating to credit risk management across the business

• Build and maintain a network of subject matter experts to gather business knowledge to explain trends and actions that support and guide analytical output and understanding

• Represent the department and company in an appropriate manner when dealing with other parts of the company, regulatory bodies and third parties

We’re looking for someone with demonstrable experience of managing projects, leading analysis effectively, creating solutions and being prepared to work ‘above and beyond ‘to understand the wider business touchpoints.

You will display strong verbal and written communication, presentation and influencing skills, with the ability to adapt content and detail as appropriate for a wide range of audiences allowing you to build excellent relationships with stakeholders and management at all levels.

A good understanding of Credit & Collections data/functions and the use of Credit Agency data within our processes as well as a detailed knowledge of the financial marketplace and the implications to the utilities industry will aid the role holder greatly.

It will be essential you have excellent time management skills, with the ability to prioritise multiple deliverables and work under pressure ensuring you deliver timely and effective analysis and reporting. There will be times you will need to remain focused, composed, and optimistic in difficult situations and bounces back from failures or disappointments, taking the opportunity to stand back from the detail to expose new possibilities in a positive way by challenging assumptions and encouraging positive debate.

Also required:

• Experienced and efficient user of either SAS/SQL/Databricks/ Python

• Strong MS Office skills, in particular MS Excel

• Broad knowledge of the financial marketplace and the implications to the utilities industry

We are proud to be recognised as a disability-confident employer. Our customers come from a variety of different backgrounds, and so do we. We hire great people from all walks of life, not just because it’s the right thing to do, but because it makes our company stronger. We will continue championing inclusivity while investing in our local communities to create a better, more sustainable world for everyone. We are incredibly proud to have been recognised by The Times for being one of the Top 50 Employers for Women.

At Centrica we embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. To build a more sustainable future, we need the best team – a team with a diverse mix of people and skills, where everyone feels welcome and able to succeed. We are dedicated in helping to close the diversity gap and would love to see more females, people of colour and LGBTQ+ employees, as well as those from a variety of cultures and ethnicity to veterans and the differently abled. Supporting diversity and inclusion is a big part of who we are, we are not looking for people to fit into our culture but to add to it!

PLEASE APPLY ONLINE by hitting the 'Apply' button.

Applications will ONLY be accepted via the ‘Apply’ button.

This role is being handled by the Centrica recruitment team and NO agency contact is required.