Performance Analyst

Haywards Heath or Manchester
£30,000 - £35,000 depending on experience
Customer & Operations
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We’re First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. We protect the things customers love so they can get on with what matters to them in life. 

Data drives us. It fuels our outstanding distribution, finance, technology and legal services. Our underwriting skills are built on data expertise; it creates the insights we need to give the right cover to the right customers at the right price. But, it’s the people inside and outside our business that power us. They make us stand out, help us succeed. We’re ambitious. We’re growing. We’ve won awards.   

Are you a detail-oriented problem solver with a knack for data analysis? Do you thrive on organisation and excel at managing your own time? Do you have experience of personal lines insurance? And when it comes to Excel, are you a whiz? If so, we definitely want to hear from you!

We’re looking for a Performance Analyst to join our Performance team in either our Salford Quays, Manchester or Haywards Heath, West Sussex offices. 

In this role you’ll utilise data and insights to drive performance in our operating teams, across a wide range of key deliverables. This will include but not be limited to, customer centricity, productivity, quality and cost.

We’re all about people and we’re passionate about continuous improvement, so you’ll support the Performance Analysis Manager (PAM) with regular reporting and action planning to continually progress our methods and team knowledge.

Core skills we’re looking for to succeed in the role:

  • Experience in a motor or home insurance call centre environment
  • Strong analytical skills
  • Excellent time keeping and organisation skills
  • An understanding of personal lines insurance
  • Strong IT skills, particularly Microsoft Excel

Nice to have skills, but optional:

  • A curious and problem solving mindset
  • Stakeholder management and relationship building experience

What’s involved:

  • Working closely with our operational teams to develop and deliver data led performance discussion and tracking, aligned to individual and department wide objectives
  • Utilise numerous data sources to develop deep insights into operational performance across the balanced scorecard and regular reporting against KPIs/SLAs
  • Support the PAM with delivery of clear frontline performance metrics aligned to business targets and objectives
  • Analysis of performance trends to identify performance variation, opportunities and risks
  • Present and visualise analysis so that it can be clearly understood and adds value to the business
  • Support the PAM in sessions with operational managers to highlight risks and opportunities, identify actions and track progress (Plan, Do, Check, Act)
  • Work with the operational teams to make recommendations to drive step changes in performance, following this through to delivery
  • Support the PAM with month and quarter end performance reporting and commentaries
  • Support the PAM in completing mid and end of year appraisal analysis and performance distributions
  • Work closely with colleagues in Finance to track and evidence delivery of benefits across expense, income and indemnity
  • Support the wider Performance team as appropriate, leveraging skills and capabilities to respond to business needs
  • Comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times
  • Ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times

Experience & knowledge

  • Proven experience of data mining, transformation, synthesis and reporting
  • Proven experience of using data and insights to drive operational performance
  • Excellent knowledge of motor sales and claims processes, and awareness of the key levers for cost, quality, time and effort
  • Experience of using data and insights to lead performance discussions and formulating recommendations for improvement
  • Understanding of Service Level Agreements and Key Performance Indicators (KPIs)
  • Understanding of variation analysis to isolate cohorts of differing performance
  • Able to develop relationships and work with others to drive desired outcomes
  • The ability to work under pressure, dealing with multiple tasks or requests simultaneously
  • Excellent communication skills
  • Team player, working to create and achieve shared objectives.
  • Ability to disseminate technical information and present comprehensively.

Skills & qualifications

  • Advanced level use of MS Office applications
  • Strong analytical and numerical skills
  • Ability to present and visualise data to a high quality and adapt for wide range of audience
  • Problem solving skills and ability to think creatively to overcome data challenges
  • An understanding of Lean / Continuous Improvement tools, thinking and methodologies
  • Ability to communicate risks and issues at all levels of the organisation
  • Excellent stakeholder management skills
  • Commercially focused and results driven
  • Understanding of Motor insurance industry


  • Customer Focused
  • Self- Motivation and enthusiastic
  • Embrace, embed and incorporate the company values
  • Champions the recognition of great performance
  • Team player
  • An organised and proactive approach
  • Takes initiative to make decisions
  • A flexible approach and positive attitude
  • Speaks with facts and data, not opinion
  • Can present complex information in a clear and concise manner
  • Emphasis on attention to detail and accuracy
  • Strives to deliver support to peers

Ready for a challenge? Want to be part of our dynamic, bustling team? Reach out to us today – we’re eager to hear from you!

And guess what? We’re not just any workplace; we’re a fantastic place to work. Curious about what our colleagues have to say? Check out our Glassdoor page to see what our colleagues think about working here!

What can we do for you?

People first. Always. We’re passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that’s what we offer. Our workplaces are energetic, inspirational, supportive. To get a taste of the advantages you’ll enjoy, take a look at all our perks in full here. 

Intrigued? Our Talent team can tell you everything you need to know about what we want and what we’re offering, so feel free to get in touch.

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86% of people would recommend a friend to work at First Central

Based on 164 Glassdoor reviews (March 2022)


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Simply Health Cash Plan

Simply Health Cash plan. Reclaim the cost of your eye tests, dental appts, physiotherapy and more

Flexible Bank Holidays

Eight flexible bank holidays; you can choose which festivals you observe


We’re passionate about it. Everyone gets a paid day off annually to volunteer

Electric Car Scheme

Plug into our Electric Car Scheme for a deal with insurance, road tax and servicing

Flexible Working

We’re flexible; most roles let you mix office and home working. We work fluidly around core hours

Your Time in Need

Your Time in Need: five days’ leave so you can deal with life stuff. We’ll support you