Performance Analyst

Annual salary: up to £31,101.84 Customer Insight Analyst

Location: Milton Keynes

Salary: £31,101.84 per annum

Hours: 42.5 hours per week

Fulltime – Office based - permanent Monday – Friday

About the Role

We’re looking for a Customer Insight Analyst who is passionate about understanding customers and improving services.

This role focuses on using customer data, feedback, and operational datasets to understand what’s really happening within our repairs and maintenance services and identifying where we need to improve.

You’ll use tools such as Excel and internal data sources to investigate trends, explore issues, and uncover the root causes behind customer dissatisfaction.

This is not just about reporting it’s about digging into data, asking the right questions, and turning insight into practical actions that improve our service and customer experience.

• Using Excel and internal datasets to investigate customer trends and service performance


• Analysing complaints, feedback, and satisfaction data to identify recurring issues


• Carrying out deep-dive investigations into problems such as: repeat repairs, missed or late appointments, delays in service delivery


• Identifying root causes behind customer issues, not just reporting metrics


• Combining data analysis with an understanding of how services operate day-to-day


• Working closely with operational teams to validate findings and agree improvements


• Turning insight into clear, practical recommendations


• Tracking the impact of changes on customer satisfaction and service performance


• Presenting findings in a simple, clear and actionable way

You must have

• Experience working with datasets (particularly in Excel) to investigate problems and identify trends


• Strong ability to analyse data and ask the right questions to get to the root of issues


• Experience using customer feedback, complaints, or performance data to support improvements


• Ability to identify root causes, not just describe what is happening


• Strong communication skills — able to explain findings in a clear and practical way


• Comfortable working with operational teams to influence service improvements


• A proactive mindset with a genuine interest in improving customer experience

Desirable

• Experience in housing, repairs, maintenance, utilities, or another service-based environment


• Experience working with customer satisfaction or complaints data


• Familiarity with tools such as Power BI (helpful but not essential)

What we offer

• 25 days annual leave plus bank holidays


• Private medical care


• Annual Mears Fun Day – a company-wide thank you event


• Paid Volunteering Leave to support causes you care about


• Mears Rewards – staff perks including discounts on groceries, holidays, eye tests, and more


• Share Save scheme and family-friendly policies

This is your opportunity to take a lead role in a dynamic, purpose-driven team. Join Mears and help us deliver repairs that really make a difference.

All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship. To drive a Mears vehicle, you must be aged over 21 have held your licence over 3 months and have less than 9 points. Candidates should be aware that all our roles are subject to relevant DBS/Security checks before commencement of employment.

Apply below or to discuss your application further; contact:

Beth Dunford () If you need any help with your application process, we are here to support you. We will be accessible every step of the way.

At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive, we are a Disability Confident employer, valuing individuality and ensuring equal opportunities for all.

We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) to coincide with this, we hold an Endorser Award for the Career Transition Partnership, recognising our commitment to veterans transitioning into civilian careers.

In our continued effort to promote social mobility, we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.

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