Notting Hill Genesis is one of London’s leading Housing Associations. We provide homes to around 170,000 people in some 65,000 homes in the capital and the southeast of England. We are offering a great opportunity for an experienced Resource & Performance Analyst to join our Customer Service Centre based in Chelmsford, Essex. You will provide operational resource planning, report on KPI and help to improve quality standards by supporting the CSC management team to deliver high service standards to our customers across multiple access channels.
As a dynamic analyst, the role holder will develop a range of management information (MI) and dashboards that enable continuous monitoring of CSC Advisor and team performance and utilisation, allowing for resource to be managed effectively in both a reactive and proactive manner. You will use long/short term forecasting and scheduling of staff to exceed KPIs and make recommendations on appropriate resource levels needed and will be responsible for forward planning the recruitment of staff to ensure minimal impact on the service when vacancies arise or as customer demand changes.
Demonstrating attention to detail and precision of data, you will review all pipeline activity across all CSC contact channels including telephone calls, email, live chat, social media and a responsive repairs service. You will identify trends and themes which may impact our performance and service delivery and work with the Operational Excellence Manager to respond to these demands and reduce the impact on staff and customers.
The role is excitingly varied and is a responsible position that demands a lot of multitasking, prioritising, flexibility, initiative and problem-solving. Your experience of managing large data sets, ability to create reports and use of reporting systems, mainly in Excel will be invaluable! Previous experience of working within a contact centre environment and use of data software such as Tableau or Power BI is desirable.
In return, we offer a competitive salary, generous annual leave, health cash plan, season ticket loan, life assurance and a generous contributory pension offer as well as other benefits packages. The appointed candidate will join on the starting salary which will increase to £36,748 after successful completion of six months’ probation.
In order to support your application, please answer the following questions to help evidence how you meet the Essential knowledge, experience and skills of the attached role profile. (Please use no more than 300 words per question).
The assessment stage will consist of an individual technical exercise using Excel and a role-related competency-based interview.
Please answer the application questions and send your cv to Tom Bullock at Retinue
07384 798 495
Applications for this role close at midday, Monday 10 May 2021.
Assessments for this role will take place w/c 17 May 2021.
>> Click on the link below to apply for the role <<