Queries Analyst


Warwick, GB, CV34 6DA

Division:  Record to Report UK
Job Type: 
Requisition Number:  32892
Job Category: 
Job Function:  Administration

About the role

National Grid are looking for a Customer Queries Analyst to join our Business Services Team based in Warwick. This is a full time permanent position working in a hybrid basis.

The landscape of energy is evolving in the 21st century, and for National Grid to thrive we need to evolve too. We own and operate key processes that collect £6.2 billion in receipts, make £4 billion in invoice payments, run 98,000 payroll cycles each year while managing a property estate of over 808 sites. We work through 1,000 full time staff with a number of on and offshore teams. 

Reporting Services is at the heart in supporting National Grid to help in delivering these services.  The role requires you to work closely with other members of Business Services Teams and will be responsible for a variety of tasks that may change from time to time and will report to the Service Management Manager.

The Queries Analyst will support at the BusBar, which serves as a new way for Business Services to provide the business a face to face support service along with handling other traditional communication channels. This role is essential to Reporting Services to support the day to day activities of the team and liaise with colleagues making contact with the Reporting Services team.

The key purpose of the role will be to:

  • First line response to the business with regard to reporting requests; triaging the requests into the correct areas of the team / business for both Reporting Services and Record to Report
  • Ensure that queries are dealt with promptly and efficiently such that we are responsive, reliable and easy to deal with. 
  • Lead in the coordination, development and delivery of e-learning and training programmes to aid roll out of new tools, techniques and methods of driving self-serve across the business.
  • Develop materials and standard documentation within the team and manage on the team SharePoint portal to drive collaborate and sharing of best practice across the business. 

Key Accountabilities

Provide excellent first contact to users and own the end to end resolution of user issues, managing through to resolution, covering the following:

  • Manage the demand of all inbound queries and triage across Reporting Services and or RtR unless 1st fix response cannot be provided
  • Provide first line response / resolution and guidance in the use of business intelligence reporting tools, managing the expectation of requestors and Reporting Services stakeholders
  • Utilise the Reporting Services report inventory to direct colleagues to existing standard reports and where necessary provide basic training in utilising them.Escalate to Service Management Manager where needed.
  • Ensure a seamless resolution of issues by engaging with Business Services team to maximise first contact resolution.
  • Provide Users with an excellent level of customer service keeping them informed of progress of issue resolution and setting customer expectations correctly. 
  • Analyse and monitor all open queries and determine which require escalation and follow up with respective owners.
  • Provide recommendations for new or existing knowledge articles to be developed which will assist in maximizing first time fix rates and or new reports 
  • Act as a reference point for reporting queries and build knowledge repository to support training of users

About you

  • Experience in financial and business reporting tools and methodologies
  • Basic understanding of financial reporting and analysis techniques 
  • Basic knowledge of traditional and emerging BI tools and technologies
  • Excellent customer service and interpersonal skills with demonstrable ability to communicate to all levels and influence colleagues.
  • Good analytical skills and able to analyses data to identify trends in issues reported and identify areas for improvements.
  • Experience of the concepts, objectives and life-cycle of Knowledge Management activities
  • Excellent communication and collaboration skills
  • Strong focus on detail, documentation development and quality assurance
  • Experience in CRM and/or service management tools
  • Experience in using service management tools – such as ServiceNow or Vivantio

What we can offer you

A competitive salary between £30,000 - £38,000 dependent on capability and experience. 

As part of our hybrid and flexible working approach permanent role offers a mix of office working in our Warwick office and home working. We can also offer some flexibility in terms of hours/times. 

As well as your base salary, you will receive a bonus based on personal and company performance and a competitive contributory pension scheme where we will double match your contribution to a maximum company contribution of 12%. You will also have access to a number of flexible benefits such as a share incentive plan, salary sacrifice car and technology schemes, support via employee assistance lines and matched charity giving to name a few.

About us

National Grid touches the lives of almost everyone in the UK, with an energy network that stretches across the Atlantic. We’re an international team, and our work underpins the lives of millions of people. Feet forwards, head up, and eyes bright, we’re working hard to create value for people today – and shape the future of energy tomorrow.

In the UK, we don’t generate or sell energy – we join the dots to get energy from A to B. From making a cup of tea in the morning, to keeping the lights on in hospitals, our electricity network puts power in the hands of people. Without it, the world as we know it would grind to a halt.

The world of energy is changing beyond recognition. Working at National Grid, you won’t just be touching the lives of almost everyone in the UK – you’ll be shaping the way we use and consume energy for generations to come.


More information

National Grid’s recruitment periods can and may vary. We reserve the right to remove this advert or close it to further applications at any point during the recruitment process.

At National Grid, we work towards the highest standards in everything we do, including how we support, value and develop our people. Our aim is to encourage and support employees to thrive and be the best they can be. We celebrate the difference people can bring into our organisation, and welcome and encourage applicants with diverse experiences and backgrounds, and offer flexible and tailored support, at home and in the office.

Our goal is to drive, develop and operate our business in a way that results in a more inclusive culture. All employment is decided on the basis of qualifications, the innovation from diverse teams & perspectives and business need. We are committed to building a workforce so we can represent the communities we serve and have a working environment in which each individual feels valued, respected, fairly treated, and able to reach their full potential.