The starting salary for this full-time role is £35,730 per annum based on a 36-hour working week.
This role is initially being offered as a two-year fixed term contract.
Our Customer Service team is excited to be hiring a Real Time Data & Resource Analyst to join our fantastic new Business Intelligence Team. The team is based in Dakota Building, Weybridge although there are opportunities to work from home.
As part of our transformation programme, we are expanding our operation of providing high quality, inclusive services that we can be proud of and that make a positive difference in people's lives. This is an exciting role for someone to come in and help drive operational improvement and enhance customer experience by providing and analysing real time data and information.
Rewards & benefits
- 26 days' holiday (prorated for part time staff), rising to 28 days after 2 years' service and 30 days after 5 years' service
- Option to buy up to 5 days of additional annual leave
- An extensive Employee Assistance Programme (EAP) to support health and wellbeing
- Up to 5 days of carer's leave per year
- Paternity, adoption and dependents leave
- A generous local government salary related pension
- Lifestyle discounts including gym, travel, shopping and many more
- 2 paid volunteering days plus 1 team volunteering day per year
- Learning and development hub where you can access a wealth of resources
About the team
Customer Services provides a single point of contact for around 90% of the organisation's initial contacts and is the focal point for receiving feedback from the public. As a centre of customer service excellence, we provide information, advice and support to services across the whole county council.
We believe in great leadership and teamwork, and encourage a culture of respect, trust and integrity. We are constantly looking to improve standards of service to our customers and ensure we have an energised and engaged workforce.
About the role
The Real Time Data & Resource Analyst will provide analysis and insights to support the achievement of service and organisational priorities and an excellent customer experience.
They will continuously monitor service levels to identify problems and solutions and provide forecasting and capacity planning to ensure service areas are adequately resourced.
By working collaboratively with supervisors and the senior management team, and managing positive relationships with a range of stakeholders, they will undertake investigations and detailed trend analysis, extracting supporting data and producing reports on performance and levels of service provided.
Shortlisting criteria
We are looking for people with great analytical and research skills and who have experience of forecasting and capacity planning in a customer service/contact centre environment.
If you're passionate about customer excellence and feel you want to be part of our journey of transforming how we deliver seamless, accessible, efficient and inclusive services, then please apply by uploading your CV and personal statement outlining your suitability for this role.
To be considered for shortlisting your application will need to evidence the following:
- Understanding of telephony and customer contact systems
- Experience of forecasting, capacity planning, productivity reporting and real time data analysis within a customer service/contact centre environment
- Evidence of understanding information sources that are used to support a customer services function and ability to interpret complex information
- Experience of preparing reports and recommendations and presenting data to a range of audiences
- Experience of using analytical and research skills to identify complex trends from varied data sources, including ability to use tools and techniques for the presentation of a range of measures
- Ability to work collaboratively and manage positive relationships with a range of stakeholders
The job advert closes at 23:59 on the 23rd of June 2024 with interviews to follow.
Our commitment
Surrey County Council is proud to be a Disability Confident Employer. A guaranteed interview will be offered to all disabled applications where:
- The candidate has evidenced the minimum criteria for the role through their application
- The candidate has chosen to share that they have a disability on the application form
Our application form and onboarding process will provide an opportunity to request any reasonable adjustments for the interview and/or the role. We want to be an inclusive and diverse employer reflecting the community we serve and particularly welcome applications from all underrepresented groups.