Valda Energy Limited

Valda Energy Graduate AI Performance Analyst role managing and improving a Virtual Assistant while using AI performance data, customer analytics, forecasting and operational insights to improve customer experience and contact-centre efficiency.The Energy Revolution 🎉Valda Energy is a dynamic and rapidly growing energy supplier based in Bicester, committed to driving business success through smart, reliable energy solutions. Established in 2019 by industry experts, we bring together a diverse combination of talent to foster continuous sustainable growth. We challenge the existing marketplace with our leading, tech-driven, and customer-focused approach. Our passion for innovation and dedication to exceptional service sets us apart.At Valda Energy, we live by our core values: communicate, collaborate, own it, embrace change, and put the customer first. We believe that our people are our greatest asset, and we are dedicated to fostering a supportive and evolving culture. From introducing new benefits to offering structured training opportunities and hosting frequent social events, we ensure our employees thrive.How you will Energise Our Team 🤝At Valda Energy, we take pride in delivering the highest standards of customer service. As a Graduate AI Performance Analyst, you’ll be responsible for the end-to-end ownership, performance and continuous improvement of our Virtual Assistant, delivered through the Cognigy platform. This is a newly created role, giving you the opportunity to make it your own and play a key part in developing our AI and customer experience.Alongside leading the Virtual Assistant, you’ll deliver operational insight, contact centre forecasting and management information to support informed business decisions. You’ll use customer demand and operational data to understand performance, plan future resource requirements and identify opportunities to improve customer experience and operational efficiency.Working closely with the Contact Centre Manager, you’ll use operational insight, customer behaviour, AI performance data and contact centre analytics to identify improvement opportunities, develop new use cases and optimise customer journeys. We’re open to different levels of experience, from graduates with relevant placement or internship experience to those with experience in a data-driven or operational environment. What matters most is your analytical ability, curiosity and enthusiasm for using data and technology to make a difference.Your day-to-day responsibilities will include but not be limited to the following:Owning the performance, governance and continuous improvement of the Virtual Assistant within the Cognigy platform, ensuring an effective and seamless self-service experienceMonitoring and optimising Virtual Assistant performance, including containment, customer journeys, conversation flows and AI platform usage, implementing improvements to enhance customer outcomes and manage platform costsDeveloping and deploying new Virtual Assistant journeys and capabilities in line with business priorities and governance processesProducing operational reports, dashboards and management information covering Virtual Assistant performance, contact centre operations and customer service metricsDeveloping and maintaining contact forecasts across all customer channels, producing staffing and Full-Time Equivalent (FTE) requirements using recognised workforce planning methodologiesMonitoring forecast accuracy and supporting long-term capacity planning, recruitment and budget planning through data-driven forecasting and analysisAnalysing contact demand, customer behaviour and operational trends, providing recommendations to improve self-service, customer journeys, operational efficiency, service levels and advisor productivity The Spark we're Looking For 🔍Strong analytical and numerical skills, with the ability to analyse customer demand, contact drivers and operational performance data, identify trends and provide actionable recommendationsExcellent communication, stakeholder management and problem-solving skills, with the ability to manage multiple priorities while maintaining a high level of accuracyExperience using Excel, Power BI or similar tools to work with data and produce reports or dashboards, with the ability to present findings clearly to stakeholdersA proactive and customer-focused approach, with the ability to identify opportunities for continuous improvement and support the use of technology, AI and automation to improve operational performanceDesirable:A graduate in a STEM subject such as Data Science, Mathematics, Business Analytics or a related discipline, with experience gained through a placement, internship or similar opportunityAlternatively, relevant experience in an analytical, contact centre or operational role, with a demonstrable interest in using data and technology to improve performanceExperience within a contact centre planning, reporting, workforce management or operational insight environment, with an understanding of how data can be used to improve performance and resource planningKnowledge of conversational AI, chatbots, Virtual Assistants or digital self-service solutions, with an understanding of how these can be used to improve customer experienceGood understanding of key contact centre KPIs, including Service Level, ASA, Occupancy, Forecast Accuracy, AHT, Containment, Escalation and Customer SatisfactionPerks that Power Your Journey ⭐️Annual salary £28k–£30k (depending on experience)Company annual bonus scheme25 days of annual leave plus bank holidays, a length of service award increasing up to 30 days, plus an extra day off during your birthday monthPrivate Medical Insurance with Vitality HealthAccess to The Grid, our employee engagement and rewards platform, giving you exclusive discounts at hundreds of retailers, wellbeing resources, recognition tools, and moreLife Insurance policy, providing coverage at four times your salaryEmployee Assistance Programme offering confidential support and guidanceEnjoy an array of complimentary snacks, drinks, and lunch options in our officeSalary sacrifice pension scheme where we will match contributions up to 5%In-house learning and development team devoted to nurturing your talent, unlocking potential and propelling you towards being your bestRefer a friend scheme (up to £500), monthly team events, annual company events & recognition awards

Posted 2 days ago