THERE’S NEVER BEEN A MORE EXCITING TIME TO JOIN NATIONAL GRID!

As a nation, we’re working towards the goal of net zero carbon by 2050 and we’re committed to helping Britain reach this target by building a cleaner, greener energy system. But we can’t do this alone. We’re looking for people who are brimming with enthusiasm and bursting with ideas to help us build and run a cleaner energy system for the future. Are you up for the challenge?
As a Queries and Reporting Analyst in the Finance Data & Reporting Office (FDRO), you’ll work closely with members of Business Services Teams and be responsible for a variety of tasks to support the reporting and analytics team.
You’ll provide first line response to the business regarding reporting requests; triaging the requests into the correct areas of the team / business for Reporting ensuring that queries are dealt with promptly and efficiently such that we are responsive, reliable, and easy to deal with.
You’ll have ownership of the team service management tool, measuring compliance to its utilisation and lead in the coordination, development and delivery of e-learning and training programmes to aid roll out of new tools, techniques, and methods of driving self-serve across the business. You’ll also develop materials and standard documentation to drive collaborate and sharing of best practice across the business.
This role is based in Warwick, and we’d hope to see you at least two days per week but you’re welcome to be in the office more often if that would work best for you. We’re happy to discuss any additional flexibility in working patterns or requirements that you feel could help to make this job work for you!
To provide a proactive administrative support service within a Business Unit to ensure the efficient use of the team’s time and assist them in pursuing their business objectives.

WHAT YOU’LL HAVE:

• Experience in financial and business reporting tools and methodologies with an understanding of financial reporting and analysis techniques as well as traditional and emerging BI tools and technologies
• Excellent customer service and interpersonal skills with demonstrable ability to communicate to all levels and influence colleagues.
• Experience working with high volumes of work, completing task within timescale’s
• Analytical skills with the ability to analyses data to identify trends in issues reported and identify areas for improvements.
• Experience in service management tools, troubleshooting and fixing business issues
• Experience in using service management tools – such as ServiceNow or Vivantio as well as utilizing the Service Management tool to manage and record incident report to resolution.
• Experience of working in a shared service centre desirable but not essential
• Takes account of new information or changed circumstances and modifies understanding of a problem or situation accordingly
• Proficient in techniques for ensuring that full account is taken of customers’ real and stated needs in the delivery of Business Service.
  Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply for jobs unless they meet every single qualification. At National Grid, we are committed to building a diverse, inclusive, and authentic workplace for everyone. So, if you’re excited about this role but your experience or qualifications don’t match the job description exactly, we encourage you to apply anyway. You might just be the right person for our growing business in this role or another one.

ABOUT US:

Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live. The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry. To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business
Inclusion and Diversity is not just about race, ethnicity, gender, or sexual orientation. It is about our employees who wake up every day to serve our 20 million customers. At National Grid, we aim to create an environment where everyone is welcomed for who they are and where our differences are not only accepted but are celebrated. We understand the value that a diverse team can add to our organisation and that is why we model inclusive behaviour starting with senior leadership. National Grid utilises the insights of our employees that come from all different cultures, backgrounds, and beliefs to better serve our customers and communities who are in the fore front of everything we do.

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LI-hybri

• Manage the demand of all inbound queries and triage across Reporting unless 1st fix response cannot be provided
• Lead the validation, high level prioritisation and allocation of work to the relevant team
• Provide first line response / resolution and guidance in the use of business intelligence reporting tools, managing the expectation of requestors and Reporting Services stakeholders
• Utilise the FDRO report inventory to direct colleagues to existing standard reports and where necessary provide basic training in utilising them.
• Take ownership of escalations through to resolution and escalate to Reporting Manager where needed.
• Utilise the Service Management tool to manage and record incident reports to resolution.
• Ensure a seamless resolution of issues by engaging with Business Services team to maximise first contact resolution.
• Provide users with an excellent level of customer service keeping them informed of progress of issue resolution and setting customer expectations correctly.
• Manage query life cycle from contact to closure within the defined KPI’s.
• Analyse and monitor all open queries and determine which require escalation and follow up with respective owners.
• Track trends and obtain insights around common user issues to improve overall service experiences.
• Provide recommendations for new or existing knowledge articles to be developed which will assist in maximizing first time fix rates and or new reports
• Act as a reference point for reporting queries and build knowledge repository to support training of users