Planning Performance and Process Analyst 

This role, within our Maintenance Operations directorate and reporting to the Operations Manager (Planning, Performance & Process), is central to enhancing the repairs and maintenance service for our customers. The post holder will interrogate systems and analyse large data sets to identify opportunities for service improvement, lead process reviews and redesign, and work collaboratively with operational teams to ensure repairs are delivered efficiently and effectively. By using insights to drive a performance-focused culture, the role will help shape innovative solutions that improve the customer experience and service outcomes. 

Position: Planning Performance and Process Analyst  

Salary: £37595 

Location: 4040 Lakeside 

Hours: 37 hours Monday – Friday between 8am and 6pm 

Key Responsibilities: 

• Work closely with teams across the business to find ways to improve our repairs service and make a real difference for our customers. 

• Use data and insights to help teams work more efficiently, deploy resources effectively, and achieve outstanding results. 

• Help shape and maintain systems and processes that are clear, robust, and make day-to-day work easier for everyone. 

• Foster a culture of honesty, transparency, and continuous improvement, celebrating successes and learning from challenges. 

• Support projects and initiatives that boost productivity, quality, and the overall customer experience. 

• Encourage collaboration, share ideas, and have open conversations to make lasting improvements. 

• Translate complex data into clear insights that help teams make informed decisions and take action. 

Qualifications and experience:  

• Experience delivering customer-focused services in maintenance or social housing. 

• Experience using scheduling and housing management systems. 

• Strong numeracy, literacy, and data analysis skills to inform decisions and track performance. 

• Excellent communicator and collaborator, able to work with diverse stakeholders. 

• Ambitious, innovative, and results-driven, with critical thinking and problem-solving skills. 

• Self-motivated, organised, and committed to continuous professional development, including working towards CIH Level 4. 

Manager’s Quote: 

You will have the enthusiasm and creativity to work in a fast-paced and complex area whilst helping us achieve our ambitious plans to deliver sector-leading services. 

You will have analytical and critical thinking skills to compliment an operations team on its continuous improvement journey. This role encapsulates our values more than most, you will be brave, honest and ambitious in evaluating and improving our services.  

You will embrace collaborative working and have a thirst for innovation with an appetite for improving customer focussed services. An interest in lean methodologies and developing project management skills would be a bonus. 

What We Offer:

• Innovative Environment: Be part of a forward-thinking organization that values creativity and innovation.
• Professional Growth: Opportunities for continuous learning and career advancement.
• Collaborative Culture: Work alongside a team of dedicated professionals who support and inspire each other.

Benefits:

• Annual Leave: Annual leave starts at 26 days per year plus bank holidays
• Enhanced family leave (maternity, paternity and adoption)
• Generous Pension Scheme – The option to contribute 4%, 6% or up to 10% which Citizen will match
• Health and Wellness: Comprehensive health insurance and wellness programs.
• Employee Development: Access to training programs and career development resources.

Find out more here: Citizen | Benefits

Company Culture: 

We will be an employer of choice and invest in our people

To deliver the best services for our customers we need employees who are passionate, committed and engaged. We will create a culture where every individual feels comfortable and confident to be themselves and the wellbeing of our employees is a priority. Our team is passionate about making a positive impact and driving innovation in Maintenance Operations. 

 We will work together as one team and embrace our Citizen values.

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Closing date: 15th April 2026

Interview date: 22nd April 2026

We welcome applications from all backgrounds and can make reasonable adjustments to support you through the process

Please note we will be reviewing applications throughout the campaign and may invite candidates to interview at any time.  We reserve the right to close this role earlier than the published closing date should a suitable candidate be identified.