Front Door Performance Lead – Children’s Services

Staffordshire County Council; Stone; On-site; GBP 45,000 - 60,000; Full time

Job summary

Staffordshire County Council is seeking an experienced Performance & Contact Centre Analyst to lead the Staffordshire Families Integrated Front Door (SFIFD) at a pivotal point of change. This role combines performance analysis with management oversight of the contact centre, co-locating with social care professionals to drive improvements.

Key duties include analyzing data across multiple services, producing dashboards and narratives for senior stakeholders, and guiding frontline staff to ensure

Qualifications

• Qualification at Level 5 in a numerate, analytical or relevant discipline, or equivalent experience commensurate with the accountabilities of the role.
• Evidence of training or applied experience in data analysis, research methods, performance reporting or information management.
• Experience of analysing an interpreting data from a range of sources, and producing dashboards, reports, analytical summaries and performance narratives.
• Experience of managing, supervising or providing professional oversight to staff - ideally in a busy contact centre environment

Responsibilities

• Analyse performance data across Staffordshire Families Integrated Front Door, the Emergency Duty Service and the contact centre function to provide clear insight that informs operational management, service planning and improvement activity.
• Maintain local performance reporting arrangements for the contact centre function to provide accurate information on call demand, waiting times, call handling activity and service performance.
• Manage Children’s Information and Advice Workers to promote consistent working practices, effective performance and decision making and continuity of service delivery.
• Validate, interpret and present data from multiple sources to provide accurate performance narratives, management information and analytical summaries for a varied audience.
• Identify patterns, trends, emerging risks and areas for improvement to inform quality assurance activity, thematic reviews and service development across the Front Door system.
• Prepare reports, briefings and dashboards for operational managers, senior leaders and relevant partnership forums to inform decision making and service oversight.

Skills

Data analysis

Dashboard reports

Staff supervision

Performance insights

Education

Level 5 qualification (numerate/analytical)

Job description

Staffordshire County Council is seeking an experienced Performance & Contact Centre Analyst to lead the Staffordshire Families Integrated Front Door (SFIFD) at a pivotal point of change. This role combines performance analysis with management oversight of the contact centre, co-locating with social care professionals to drive improvements.

Key duties include analyzing data across multiple services, producing dashboards and narratives for senior stakeholders, and guiding frontline staff to ensure