Performance Analyst

The Methodist Church in Britain; Sheffield; Hybrid; GBP 36,000 - 55,000; Full time

Benefits offered by this job

Hybrid working

Generous holiday entitlement

Flexible working options

Job summary

The post sits within the Customer Intelligence function of Sheffield City Council's Customer Experience Capability. It brings together data from customer and operational systems to explain changes in performance and recommend service improvements.

The work covers front-door contact such as the Core Customer Hub and includes supervising and developing colleagues. Hybrid working requires office attendance for at least 40% of contracted hours.

Qualifications

• Strong background in performance, data or business intelligence work.
• Experience designing and improving performance measures, reports and dashboards.
• Ability to turn detailed analysis into concise briefings for people without a technical background.
• Experience working with managers, operational teams and technical specialists to define questions and develop analytical responses.
• Ability to track benefits and improvements.

Responsibilities

• Lead analytical work across customer journeys, contact channels and operational services.
• Bring together information from different customer and operational systems.
• Identify what lies behind changes in performance and make practical recommendations.
• Investigate patterns in demand, customer outcomes, service variation and repeat or avoidable contact.
• Develop dashboards and reporting products that give managers a balanced view of performance.
• Identify emerging pressures, performance risks and opportunities for improvement.
• Assess whether service, digital, journey and knowledge improvements deliver the intended benefits.
• Improve the quality, consistency and reliability of customer performance information.
• Present complex findings as clear conclusions, options and recommended actions.
• Work with and advise colleagues at all levels across a range of services.
• Supervise, support and develop colleagues.

Skills

Performance data

BI dashboards

Trend analysis

Non-technical briefing

Collaboration with managers

Benefits tracking

Job description

The post sits within the Customer Intelligence function of Sheffield City Council's Customer Experience Capability. It brings together data from customer and operational systems to explain changes in performance and recommend service improvements. The work covers front-door contact such as the Core Customer Hub and includes supervising and developing colleagues. Hybrid working requires office attendance for at least 40% of contracted hours.

What the job involves

• Lead analytical work across customer journeys, contact channels and operational services
• Bring together information from different customer and operational systems
• Identify what lies behind changes in performance and make practical recommendations
• Investigate patterns in demand, customer outcomes, service variation and repeat or avoidable contact
• Develop dashboards and reporting products that give managers a balanced view of performance
• Identify emerging pressures, performance risks and opportunities for improvement
• Assess whether service, digital, journey and knowledge improvements deliver the intended benefits
• Improve the quality, consistency and reliability of customer performance information
• Present complex findings as clear conclusions, options and recommended actions
• Work with and advise colleagues at all levels across a range of services
• Supervise, support and develop colleagues

Experience

• Strong background in performance, data or business intelligence work
• Designing and improving performance measures, reports and dashboards
• Examining data to identify trends, risks, causes of demand and improvement opportunities
• Turning detailed analysis into concise briefings for people without a technical background
• Working with managers, operational teams and technical specialists to define questions and develop analytical responses
• Tracking benefits and improvements

Skills & knowledge

• Using evidence to shape decisions and challenge assumptions constructively
• Maintaining high standards of data accuracy, documentation and quality assurance

Checks & eligibility

• Relevant safeguarding checks

Nice to have

• Background gained in a complex operational, customer-facing or public service setting

What’s offered

• Full-time role of 37 hours across 52 weeks of the year
• Generous holiday entitlement
• Hybrid working with office attendance for at least 40% of contracted hours
• Flexible working options, including reduced hour contracts, part-time working and job share
• Support for staff with unpaid caring responsibilities to work flexibly
• Starting pay at the bottom of the grade, or at the point of minimum advantage on payslip evidence