Fault Reporting Analyst

Job reference: 000819

Location: Manchester

Closing date: 06/12/2021

Salary: £30,129.60 - £34,760.04

Employment type: Permanent

Department: Customer - Contact Centre

Hours per week: 37

Would you like to join us on our journey? where striving for zero carbon isn’t just aspirational but a reality as part of our ‘Leading the North West to Zero Carbon’.

At Electricity North West, we thrive on being part of a customer focused team that likes to put their people first. We are committed to building our teams to represent the local communities we serve and promoting the importance of inclusivity at work. Our aim is to always encourage, support and develop our people to ensure everyone reaches their full potential.

We have an exciting opportunity for a Fault Reporting Analyst to join our Hub team based in Manchester.


The role will actively manage the operation, integrity and development of the NaFIRS database and associated software tools and systems. It will also require the creation of bespoke queries using SQL to ensure the reporting needs of the business are met.

As the Fault Reporting Analyst you will interrogate fault performance databases for regular and ad-hoc statistical data used internally to aid in managerial decision making; highlighting trends and performance improvement possibilities. The role holder will be responsible for the timely production of weekly and monthly dashboards and annual reports, as well as managing and compiling regulatory reports provided to Ofgem.

You will design and create MI reports, utilising software applications such as Structured Query Language (SQL), MS Access and other data science software applications. The reports will detail current performance on many aspects including Customer Interruptions and Customer Minutes Lost, High Voltage and Low Voltage Restoration performance.

You will also act as the lead for all internal fault reporting enquiries, analysing the data produced and providing managers internally with insightful trends to optimise performance. You will be the key point of contact for corporate audit activities and manage the implementation of audit actions.

You will develop ENWL’s understanding of customer experiences through data analysis and report writing.


  • Excellent IT and communication skills (Essential);
  • Ability to use SQL databases (Essential);
  • Experience working in a similar analytical role (Desirable)
  • Working knowledge of Nafirs and Guaranteed standards reporting (Desirable)
  • Broad knowledge of the regulatory environment and the role of Ofgem (Desirable)
  • Be able to show understanding and empathy for the customer journey
  • Excellent organisational and time management skills
  • Able to prioritise and manage own workload

A full role profile is available from careers@enwl.co.uk


The opportunity to work for a dynamic and innovative organisation. A competitive salary (depending on skills and experience) plus an attractive benefits package including bonus scheme, 25 days annual leave, staff healthcare, contributory pension scheme with employer contributions of up to 14%, plus many areas for professional development.

If successful in your application, we will require additional information in order to complete a number of pre-employment checks before the offer can become unconditional. Any unconditional offer of employment with Electricity North West is subject to satisfactory checks.

We would encourage you to submit an early application as we reserve the right to close this vacancy early.


The closing date for this job has now passed.