Customer Service Project Analyst

In order to apply for this vacancy you must be a graduate or equivalent living in Wales aged under 25 on the expected start date. You must be unemployed or working less than 16 hours per week. You will be asked to provide documentary evidence of your age and address if you are successful.

Description :
Not many utility companies can say that they are unique. But Welsh Water can. Unlike other water companies, they have no shareholders to influence the way the company is run. They're owned by Glas Cymru - a 'not-for-profit company'. This means that profits they make are re-invested back into the company for the benefit of customers and employees.
The successful applicant will work in the Operational Contact Centre and will be responsible for developing and implementing a centralised approach to managing customers emails and written letters about operational queries. This will involve gathering the new detailed business requirements, including detailed process flows and solution documents, ensuring the overall solution meets the business need.
As the Customer Service Project Analyst you will need to be heavily engaged with business stakeholders through to the hands on developers, to carry out a range of key competencies including:
Workshop facilitiation
Requirements gathering
Process mapping (as is and to be)
Documentation
Systems / project implementation
UAT

Essential Requirements :
Demonstrate problem solving and analytical skills
Ability to work on own initiative
Ability to prioritise and organise own work
Excellent verbal and written and communication skills
Excellent customer facing skills
Thorough, pays attention to detail
Excellent time management
Ability to apply knowledge and appreciation of business concepts and requirements

Desirable Requirements :
Strong customer focus and the ability to communicate at various levels throughout the business, as well as experience of business process mapping and ideally system modelling techniques, will be a strong advantage. Good knowledge of MS Project or methodologies such as PRINCE2, Agile etc would be helpful but not essential.