Intraday Analyst

Beyond Housing; Scarborough; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Agile working

Two days from home

Real Living Wage

Generous holiday entitlement

Job summary

Beyond Housing is seeking an intraday analyst to ensure our customer service teams have the right resources at the right time. You will monitor real-time performance across channels, identify trends, and implement live adjustments to maintain service levels and achieve targets.

You will work with leaders to provide insights, recommendations and reporting to support today’s operations and future resource planning, using Verint/8x8 and Excel-based tools in a fast-paced housing environment.

Qualifications

• Experience in a contact centre environment and a strong understanding of workforce management and real-time performance monitoring.
• Analytical, proactive and confident working with data to make informed decisions.
• Excellent communication skills and ability to challenge and escalate when needed.
• Proficient in using reporting tools and Excel; experience with workforce management systems and telephony platforms is essential.

Responsibilities

• Monitor real-time performance across contact channels and identify trends and risks.
• Make live operational adjustments to maintain service levels and targets.
• Provide insight, recommendations and reporting to support current and future resource planning.
• Collaborate with operational leaders to resolve issues and balance demand with available resources.

Skills

Contact centre experience

Workforce management

Real-time monitoring

Analytical mindset

Communication skills

Tools

Verint

8x8

Excel

Reporting tools

Job description

As our intraday analyst, you'll play a vital role in ensuring our customer service teams have the right resources in place at the right time to deliver an excellent customer experience. You'll monitor real-time performance across our contact channels, identify trends and risks, and make live operational adjustments to help maintain service levels and achieve performance targets. Working closely with operational leaders, you'll provide insight, recommendations and reporting that support efficient service delivery today while also contributing to future resource planning.

We're looking for someone with experience in a contact centre environment and a strong understanding of workforce management and real-time performance monitoring. You'll be analytical, proactive and confident working with data to make informed decisions. As well as having excellent communication skills, you'll be comfortable challenging where necessary, escalating concerns and working collaboratively with leaders to resolve issues. You'll be highly organised, thrive in a fast-paced environment and be proficient in using reporting tools and Excel. Experience with workforce management systems and telephony platforms is essential, while knowledge of Verint, 8x8 or the housing sector would be an advantage.

You'll join our customer service team, a passionate and customer-focused department committed to delivering outstanding service to our customers every day. The team works collaboratively across multiple channels to ensure customers receive timely support and resolution to their enquiries. This role is key to helping the team perform at its best by providing the real-time insight, planning and operational support needed to balance customer demand with available resources.

Closing date for applications is Tuesday 6 October 2026, applications will be reviewed throughout the duration of the advert and we may close it early should enough applications be received. We are not working with recruitment agencies on this vacancy.

Beyond Housing's Employability team is here to support your application. If you need any assistance please call 0345 065 5656 or email [e-mail].

Who is Beyond Housing?

Our story began in 2018 and we’d like you to be part of our future. With over 15,000 homes, 30,000 customers and 750 colleagues, we're changing lives every day. Our mission is simple; to provide homes customers want, services they value, delivered by people who care. We want to help our customers and communities to succeed and thrive. Considerate, collaborative, ambitious and accountable – that’s just our way of life.

Our offices are more than just the space we work in. We encourage inspiration, creativity and productivity in a relaxed and comfortable environment. We’re looking for people who are travelling in the same direction when it comes to the way we work, live our values and deliver our services. Our reward and recognition offer is pretty impressive too!

We have ambitious plans for further growth and impact, and we need the right people to take this leap with us. It may be challenging at times, but you can be assured that it is going to be rewarding and inspiring. After all, we are changing lives, every day, in all that we do.

Our values and extremely important to us and we want all our colleagues to really live our values every day, we are looking for candidates who show they have the skills to do the role and are aligned with our values.

At Beyond Housing, we are committed to ensuring that all applicants are treated fairly throughout our recruitment and selection processes and are not discriminated against on the grounds of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation.

Why choose us?

The team here at Beyond Housing genuinely cares about the work we do to transform the lives of our customers. We think this is a pretty big reason to love your career at Beyond Housing, and that’s why our benefits package shows Beyond Housing genuinely cares about its teams too.

Here are some details of our employment package:

• Agile working – to give you that positive work-life balance. This enables you to work up to two days from home (if your role is suitable for that) after you have settled in and learned the ropes
• Generous holiday entitlement (up to 39 days including bank holidays after 5 years’ service) with the ability to purchase more if you wish
• Impressive salaries that match the market rate, with a commitment to an annual cost of living rise
• Commitment to paying the Real Living Wage as defined by the Living Wage Foundation
• Competitive pension scheme with generous employer contributions, to help you plan financially for your retirement
• Life assurance to look after your loved ones should the worst happen to you, and generous time off for bereavement if the worst happens to your loved ones
• Health cash plan, to claim back basic medical expenses such as optical, dental, and complementary therapies, along with free flu jabs to keep you tip-top
• A much-needed caffeine boost with free tea and coffee (and cordial for when you’re feeling parched)
• Recognition schemes such as weekly ‘Cheers For Peers’, ‘Star of the Quarter’ and our prestigious annual Star Awards event
• Long service awards every 5 years
• Cycle to work scheme and cycle parking (if you’ve got the legs for it)
• Cashback and discounts scheme covering a range of well-known retailers and leisure providers to help your money go further
• Salary sacrifice electric vehicle lease scheme to support cost effective green travel