At Be-Fibre we’ve come to realise that broadband companies are known for breaking promises to their customers, whether that’s the speeds they sell, or the level of customer services they offer. Be-Fibre is on a mission to change that.
We want to make buying broadband honest and simple, and we want to ensure that everyone who encounters our brand has a great experience and we’ll do this by ensuring the promises we make to our customers are kept.
This is a great opportunity to join us on our journey and play a lead role in shaping how we manage and interact with our customers, setting the standard for protecting company revenue as we grow rapidly. Our ethos is to change and disrupt the broadband market across the United Kingdom and set out a new standard for broadband provision based around our ethos of maintaining and keeping our customer promises.
The Personal Specification:
We are looking for an enthusiastic Business Intelligence Analyst to join our team, with experience in a customer centric environment with knowledge of contact centre, field resources and service-related customer data. You will be passionate about data analysis and providing the best possible levels of insight to drive customer service and experience, using data to drive decisions. You will demonstrate a true sense of curiosity and have a drive to understand the root cause of any issue or opportunity.
You will have experience of trending customer demand data to drive service levels and optimise team resources, to ensure that the business is delivering value for the business and optimal experiences for customers.
You should have a successful track record in delivering effective and engaging communications and meaningful actionable insights. You will have the ability to articulate data into meaningful management information that has credibility to influence senior leaders across the business. The role will also focus on driving continuous improvement and innovation across the whole business and our customer supply chain.
Key skills we’d like you to have:
Success in this role requires excellent analytical thinking and communication skills, an ability to summarise results and present articulate data and analysis to the business. Additionally, we would expect the following competencies:
- Analyse operational data to drive workforce optimisation and ensure alignment with business objectives.
- Manage and maintain the company’s suite of Power BI dashboards, ensuring accuracy, reliability, and relevance.
- Identify and present actionable insights to improve customer experience and operational efficiency.
- Use data to craft compelling narratives and provide recommendations to senior stakeholders.
- Collaborate with cross-functional teams to build strong working relationships and align on strategic objectives.
- Trend and analyse customer demand data to support resource planning and service delivery improvements.
- Drive continuous improvement and innovation across the business and customer supply chain.
Qualifications and experience we’d like to see:
- A Bachelors or graduate-level degree (Preferably in a STEM subject but not essential).
- Proven experience in a data analytics role, ideally in a customer-focused environment.
- Experience collaborating with internal technical teams and database administrators.
- Experience delivering actionable insights and meaningful management information (MI) to business leaders.
- Knowledge of ISP, utilities, or similar industries is advantageous, particularly experience with OFCOM regulations.
- A strong track record of working effectively in a fast-paced or start-up environment, with the ability to meet tight deadlines.
