10 Best customer service analyst Jobs in Hemel Hempstead (October 2026)

Purpose of the role The Franchise Performance Analyst will provide structured commercial and operational analysis across the company’s franchise network. The role exists to enable the Directors and franchisees to make evidence-based decisions, identify performance gaps and growth opportunities, and improve consistency in sales performance, labour deployment, stock management, product mix, customer experience and operational standards. The post holder will collect, validate and interpret performance information from franchise locations and relevant business systems. They will convert this information into clear reporting, dashboards, recommendations and follow-up action plans. The role is required because the company needs a dedicated analyst to monitor performance across multiple franchise operations, identify recurring and location-specific issues, and measure whether agreed commercial and operational interventions produce measurable improvements. This is not a restaurant management or front-line service role. It is a specialist analytical and performance-improvement role supporting the strategic management and sustainable growth of the franchise network. Main duties and responsibilities The Franchise Performance Analyst will: • Gather, reconcile and validate commercial and operational data from franchise locations, including sales, transaction volumes, average transaction value, product mix, discounts and promotional performance, delivery-platform data, stock usage, wastage, labour costs, staffing levels and customer feedback., • Produce accurate weekly, monthly and ad hoc performance dashboards, KPI reports and management information packs for the Directors and franchisee stakeholders., • Analyse performance data to identify trends, variances, underperformance, emerging risks, operational inefficiencies and revenue-growth opportunities across individual franchisees and the wider network., • Compare franchise performance against agreed targets, historical data, budgets, benchmarks and relevant local-market conditions, identifying the material drivers of performance differences., • Analyse customer-feedback data, online reviews, complaints, delivery-platform information and other customer-experience indicators to identify service, product, operational and training issues affecting customer satisfaction and repeat trade., • Assess product performance and sales mix, including the relative performance of menu lines, promotions, upselling initiatives, local marketing activity and delivery channels, and make recommendations to improve sales, margin and customer engagement., • Examine stock-control, wastage and inventory data to identify avoidable losses, weak controls, unusual variances, purchasing issues and opportunities to improve gross margin and cost efficiency., • Review labour performance data, including staffing levels, deployment, productivity, labour-cost ratios and peak-period coverage, to support more efficient scheduling and operational planning., • Prepare evidence-based performance improvement plans in collaboration with Directors, franchisees and relevant operations, finance and marketing colleagues. Recommendations may concern staff training, operational workflow, customer service, stock control, waste reduction, pricing, promotions, product mix and local marketing., • Maintain and improve reporting templates, data-collection processes, KPI trackers, performance records, action logs and management reporting systems to ensure data is reliable, timely and consistent across the franchise network., • Develop franchise-performance monitoring materials, including reporting guidance, KPI definitions, standard operating procedure materials and onboarding documentation for new franchisees., • Attend franchisee performance-review meetings, present findings in a clear and commercially focused manner, explain the reasons for significant performance variances and record agreed actions, owners and deadlines., • Monitor the delivery and impact of agreed improvement initiatives, measuring results against relevant KPIs and reporting progress, obstacles and further recommendations to the Directors and franchisees., • Liaise professionally with franchisees and internal stakeholders to obtain accurate information, ensure that agreed actions are followed through and maintain constructive working relationships., • Support the Directors with commercial planning and decision-making by providing clear analytical insight, written reports, forecasts and practical recommendations based on operational evidence., • Handle commercially sensitive business, franchisee and customer information appropriately and in accordance with company policies and applicable data-protection requirements., • Undertake other duties reasonably consistent with the seniority, analytical nature and purpose of the role. Key performance indicators Performance will be assessed by reference to the quality, accuracy and commercial usefulness of the post holder’s work, including: • Timely production of complete, accurate and intelligible weekly and monthly franchise-performance reports., • Improved completeness, consistency and reliability of KPI and performance data across the franchise network., • Identification and escalation of material sales, margin, customer-service, labour, stock or wastage issues., • Delivery and monitoring of practical performance-improvement recommendations., • Measurable improvement in agreed KPIs following implementation of initiatives, where within the post holder’s influence., • Effective maintenance of action logs and follow-up on franchisee improvement plans., • Clear communication of findings to Directors, franchisees and operational stakeholders. Person specification Essential qualifications • Degree-level qualification in business, management, business analytics, finance, economics, operations, marketing or a closely related subject; or equivalent relevant professional experience demonstrating a comparable level of analytical and commercial capability. Essential experience • Experience of analysing commercial, operational, financial, sales, customer or performance data and using that analysis to identify issues and support business improvement., • Experience in hospitality, food service, retail, franchising, customer-service operations or another comparable multi-site operational environment., • Experience of monitoring and improving operational performance, such as sales growth, product performance, stock control, inventory management, wastage reduction, labour efficiency, workflow improvement, staff training or customer satisfaction., • Experience of preparing reports, dashboards, KPI trackers, performance summaries or management information for managers or other stakeholders., • Experience of working with and influencing operational stakeholders to agree and monitor practical improvement actions. Essential skills and competencies • Strong numerical and analytical ability, with the capacity to interpret complex operational and commercial data accurately., • Advanced spreadsheet skills, including Excel or equivalent tools, with the ability to organise data, perform analysis and create clear reports and dashboards., • Ability to identify meaningful trends, exceptions, root causes and business risks rather than merely collating data., • Strong written communication skills, including the ability to produce concise, accurate reports and practical, evidence-based recommendations., • Strong verbal communication and presentation skills, including the ability to explain analytical findings to Directors, franchisees and non-specialist stakeholders., • Sound commercial awareness and an understanding of the relationship between sales, product mix, labour costs, stock usage, wastage, customer experience and profitability., • Excellent attention to detail, including the ability to check and validate data before it is used for management decision-making., • Strong organisational skills, with the ability to manage recurring reporting cycles, competing priorities, action logs and follow-up work., • Ability to work independently, exercise professional judgement and maintain appropriate confidentiality when handling commercially sensitive information. Desirable criteria • Postgraduate qualification in international business, business management, business analytics or a related discipline., • Practical experience of restaurant or hospitality management, including responsibility for sales performance, stock control, wastage, staff training, customer satisfaction and operational workflow., • Experience of franchise or multi-site performance reporting., • Experience of using point-of-sale, delivery-platform, inventory, scheduling, customer-feedback or business-intelligence systems., • Knowledge of the commercial drivers affecting hospitality or food-service businesses, including local marketing, promotions, delivery trade and customer retention.

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