Customer Planning Analyst

Sovereign Network Group; Basingstoke; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A community-focused housing organization based in Basingstoke is seeking a Customer Planning Analyst for a 12-month fixed term contract. The role involves creating insightful KPI dashboards and providing data analysis to influence operational decisions. Ideal candidates will have strong analytical skills, experience improving performance, and proficiency in Excel and workforce management tools. This position offers a positive work-life balance and opportunities for professional development.

Benefits

25 Days Holiday + Bank Holidays

Flexible holiday buying/selling option

Generous pension scheme matching up to 12%

Life cover

Recognition scheme with retail vouchers

Wellbeing discounts including Gym Membership

Wide selection of other benefits

Qualifications

• Excellent analytical, planning & organisational skills.
• The ability to engage effectively with and influence key stakeholders.
• Experience in improving productivity performance.
• Experience creating and developing performance dashboards.
• Ability to propose creative solutions that drive continuous improvement.
• Self-driven and highly motivated.
• Experience with using Excel.
• Experience with Calabrio WFM or similar tool.

Responsibilities

• Create and develop insightful KPI dashboards for teams.
• Align skilled resources to meet customer demand through planning.
• Provide proactive analysis influencing operational decisions.
• Complete robust impact analysis on projects impacting performance.
• Maintain historical data and communicate changes with stakeholders.
• Collaborate with stakeholders to share knowledge and data.

Skills

Analytical skills

Organisational skills

Influencing stakeholders

Improving productivity performance

Creative solutions

Self-motivated

Excel proficiency

Tools

Calabrio WFM

Job description

Our vision at Sovereign Network Group is to have a positive and lasting impact on our customers lives by offering them safe high-quality homes and connected communities. We do this by shaping our services around our customer, ensuring we deliver right first time, whilst championing our values of being kind, inclusive, ambitious, responsible, and collaborative.

We have a fantastic opportunity to join our Customer Resource Planning Team as a Customer Planning Analyst. This is a 12 month fixed term contract based out of our head office in Basingstoke where you'll combine home and office working to ensure a positive work / life balance.

Resource Planning is key to ensure our Customer operations teams are equipped to deal with day to day Customer demands, as our Customer Planning Analyst, you'll support both front and back office teams with performance data and insights, creating and developing visually appealing and easy-to-understand KPI dashboards which improve workflow and efficiency.

You'll be responsible for maintaining the integrity of our historical data and will need to be able to interpret and analyse short and midterm trends; communicating these with stakeholders in data led discussions to influence value driven decision making.

Key Responsibilities

• Create and develop insightful KPI dashboards for both front and back office teams.
• Alignment of all available, skilled resource to meet Customer Demand through the optimised planning of colleague shift patterns & activity to protect service.
• Provide pro‑active analysis that influence operational decisions, evaluate performance, identify areas of underperformance and suggesting improvement opportunities.
• Complete robust impact analysis on all projects or changes highlighting the impacts to both overall performance and our customer's journey.
• Maintain historical data, reviewing and sharing short to midterm changes with relevant stakeholders as and when required.
• Collaborate with stakeholders both within Customer Service Management Centre and the wider business to share knowledge, best practice, and accurate data.

Ideal candidate will have:

• Excellent analytical, planning & organisational skills
• The ability to engage effectively with and influence key stakeholders
• Experience in improving productivity performance
• Experience creating and developing performance dashboards that have driven change or improvements in a team or organisation
• Ability to propose creative solutions that drive continuous improvement
• Self‑driven and highly motivated
• Experience with using Excel.
• Experience with Calabrio WFM or similar Workforce Management Planning Tool

What you can expect from us: We invest in our people, and you will be able to develop your skills and be part of something that makes a real difference to people's lives. This role can give you the opportunity for a career within a successful and diverse organisation.

Benefits include:

• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
• A chance to buy or sell holiday as part of our flexible benefits package
• A generous pension scheme matching up to 12%
• Life cover as soon as you join us
• You will be a part of our Recognition scheme where you can be gifted retail vouchers
• A range of wellbeing discounts including Gym Memberships
• A wide selection of other benefits available

It's an exciting time to be joining Sovereign Network Group so if you're looking for a new opportunity then we'd love to hear from you!