Customer Service Real-Time Analyst

We’re making a difference

Together, we can ensure that there is enough water for everyone, now and in the future.

Portsmouth Water are delighted to have an opening for a Real Time Analyst to join the Customer Services team.

We are looking for someone who will play a key role in ensuring the contact centre runs smoothly and efficiently by providing live oversight of performance across all customer service channels. This role will monitor staffing, demand, adherence, and service levels, responding quickly to changes to maintain a high-quality customer experience. The successful applicant will proactively manage resources and real-time issues, working closely with operational leaders to minimise wait times, reduce backlogs, and support frontline teams in meeting performance and regulatory requirements.

What will you be doing?

Key Responsibilities

• Responsible for real time analysis across all lines.
• Analyse and assess gaps in required hours to ensure adequate coverage and achievement of service levels
• Recommend changes to management to protect service levels, including in-shift hour changes and overtime requirements
• Design, deliver, and review accurate real-time, daily, and ad hoc reports in collaboration with stakeholders, aligned to operational needs.
• Monitor live call queues to ensure service levels, ASA, and abandonment rates remain within targets
• Track live call volumes, queue lengths, service levels, and wait times throughout the day.
• Ensure adherence to schedules for lunches, meetings, after-call work, and administrative activities.
• Track all admin and integrity check queues, managing workloads by priority and oldest outstanding work
• Maximise operational efficiency by balancing call demand with admin and integrity check work
• Respond to operation incidents (e.g. major leaks, planned maintenance), ensuring appropriate business-wide support is deployed
• Coordinate with operational teams to understand the scale and impact of incidents on call volumes and adjust resourcing or messaging accordingly
• Update IVR messages and queue announcements during incidents to reduce unnecessary call volumes
• Maintain real-time dashboards and tracking tools, ensuring ongoing data accuracy

What do you need?

Skills, Qualifications & Competencies

• Strong planning and organisational skills, with a proven ability to meet deadlines
• Confident in challenging existing processes and working practices to improve business outcomes
• Comfortable operating in a fast-paced environment
• Excellent prioritisation, time management, and multi‑tasking skills
• Highly motivated, positive, and able to work with minimal supervision
• Customer‑focused problem solver with a proactive approach
• Strong IT capability, including Microsoft Office (advanced Excel), call and workforce management systems, and telephony platforms
• Experience producing and interpreting complex management information, presenting it clearly and logically

We recognise people want to work in a variety of different ways, and that’s why we’re happy to consider flexible working arrangements. Please feel free to talk to us at interview about the flexibility you may be looking for.

Please note, we may close this advert early if we receive a high volume of applications — so we encourage you to apply as soon as possible to avoid missing out.

We’re committed to equality, diversity and inclusion, and we actively encourage applications from all sections of society.

Please be aware, the Company has a responsibility to ensure that all employees are eligible to live and work in the UK.

Due to the high volume of applications we may receive, we’re unable to respond to every applicant individually. If your application is of interest, we’ll usually be in touch within 4 weeks of receiving it.

What can Portsmouth Water offer you?

At Portsmouth Water, we believe in rewarding our people. Here’s just a taste of what’s waiting for you when you join the team:

Holidays Made Better

Enjoy 25 days of annual leave, plus bank holidays, giving you plenty of time to relax, recharge, and explore.

A Pension That Works for You

We’ll help secure your future with a generous pension scheme, contributing up to 15% – because your tomorrow matters as much as your today.

Performance Pays Off

You could earn a non-contractual bonus of up to 6% of your basic salary, linked to company performance – because when we succeed together, you should benefit too.

Family Comes First

Whether you’re welcoming a new arrival through birth or adoption, we’ve got your back with enhanced maternity, paternity, and adoption leave and pay.

Social Events

All expenses covered summer and winter social events

️ Peace of Mind, Always

Our life assurance scheme gives your loved ones extra security, with a 4x salary lump sum benefit in case the unexpected happens.

Comprehensive Wellbeing Support

Whether you need confidential mental health and wellbeing advice 24/7 through our Employee Assistance Programme, or physical health support via our Virtual GP service (available 8am–10pm, 7 days a week for you and your immediate family), help is always close at hand with the HealthHero app.

PW Perks – Treat Yourself!

Enjoy exclusive discounts at thousands of retailers, plus exciting benefits like

• Electric Vehicle Scheme (after 1 year)
• Cycle to Work Scheme
• Health Cash Plan

…and so much more!

Proud member of the Disability Confident employer scheme

Disability Confident

About Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.