Graduate Service Delivery Analyst - Peterborough or Sunderland

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We're looking for a self-motivated, data driven Graduate who will thrive in supporting the achievement of our operational performance standards and providing excellent levels of service to our customers. As a Graduate service delivery analyst, you will provide real time information of service delivery levels within the resource planning team through planning tools and reporting systems.

You will ensure standards of service are met, and service plans are implemented to maintain appropriate levels of customer service. Performance and service metrics will be measured through service delivery utilisation, and planning accuracy. Other critical elements of this role include the ability to champion customer service standards, use technology to deliver effective workforce management and influence others to support our service delivery standards and operational priorities.

This position will report to one of our Service Delivery Leaders and will have accountability across several business units, the role will be based in one of our Service Centres in either Peterborough or Sunderland.

Role Requirements

We’re more than just a corporate culture - and this is more than just a job.

Our unique Graduate programme supports you in achieving your full potential whilst giving you access to excellent benefits as part of your career development, including:

  • A dedicated RSA business mentor
  • A comprehensive 3-year development plan which focuses on accelerating your growth
  • Facilitated learning & development interventions supported by guest speaker sessions
  • Quarterly networking and community events with fellow Early Careers cohorts
  • Sessions on supporting your well-being and emotional fitness
  • Annual volunteering days as part of the programme’s giving back pledge.


In this role, we will support you to:

  • Demonstrate a proactive approach to improving customer outcomes by using data to create operational insight and enhance service delivery through monitoring customer demand and identifying trends.
  • Ensure planned resources are in place to meet customer demands and the required service levels, this will include managing dynamic operating modes which provide response and the capability to any changing demands.
  • Identify, report, and escalate system or service issues to business stakeholders and leadership teams including planned mitigation activities or contingency plans.
  • Proactively anticipate and resolve risks or issues that could prevent positive customer experiences and when required propose appropriate changes to service delivery plans to balance service and investment priorities.
  • Intervene when levels of offline activity jeopardise service levels
  • Work in a high-performance culture by providing effective support, to understand business performance indicators and achieve expected levels of business performance.

The Individual

We want your individualism, capability, and ambition to shine through. You will need to have a zest for learning and a willingness to become a real expert within this exciting team.

You will need to be a graduate with at least a 2.2 bachelor’s degree (or equivalent).

The best skills and attributes to have for this role are:

  • Strong stakeholder management skills with the ability to communicate effectively to influence change and business behaviours
  • A flair and passion for data and insights teamed with an analytical decision-making ability
  • An eye for detail with the skills to think strategically and tactically
  • A proactive and positive mindset that always has the customer in the forefront
  • A result driven outlook that will support RSA to outperformance

About Us

A welcoming, diverse, and inclusive culture is an important element for RSA in our best-in-class ambition. RSA thrives when everyone feels comfortable bringing their best self to work. We have a diverse mix of customers, and we want our employee base to reflect that. We celebrate difference, whilst striving to create an environment where colleagues feel respected and valued for their unique potential.

Our commitment to diversity is sincere, continually growing and led right from the top. RSA takes pride in being accessible to all. We welcome applications regardless of gender, age, sexual orientation, disability, race, marital status, ethnic origin, religion, or social class. We encourage inclusive environments where our people can always give and show the very best of themselves and harness the power of our diversity.

If you require flexibility in when, where, or how you work, we’d love to hear from you. We also want to ensure that you are supported throughout the application process to enable you to be at your best. If you require adjustments during your application process, please flag this on your application form.

Our Values:

Integrity: Be honest, open, and fair. Set high standards. Stand up for what is right. Respect: Be kind. See diversity as a strength. Be inclusive and collaborate

Customer Driven: Listen to our customers. Make it easy, find solutions. Deliver second-to-none experiences.

Excellence: Act with discipline and drive to outperform. Embrace change, improve every day. Celebrate success yet remain humble.

Generosity: Help others. Protect the environment. Make our communities more resilient.

To apply, click here or use the 'Apply Now' button.



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