Performance and Contact Centre Analyst - Integrated Front Door

Wollborg Michelson Personnel Service Inc; Stone; In loco; GBP 40.000 - 50.000; Tempo pieno

Vantaggi offerti da questo lavoro

Disability Confident employer

Gold Award Armed Forces employer

Care leavers - guaranteed interview

Descrizione del lavoro

Staffordshire County Council in Staffordshire is seeking a Performance & Contact Centre Analyst to lead the Integrated Front Door and provide data-driven insight to improve outcomes for children and families across the service.

You will manage a busy contact centre, develop dashboards, interpret data from multiple sources, and present clear narratives to operational managers and senior leaders. The role requires leadership experience, DBS/Police vetting, and a commitment to safeguarding children.

Competenze

• Level 5 qualification in a numerate, analytical or relevant discipline, or equivalent experience commensurate with the role.
• Experience in data analysis, research methods, performance reporting or information management.
• Experience analysing and interpreting data from multiple sources, and producing dashboards, reports, analytical summaries and performance narratives.
• Experience managing, supervising or providing professional oversight to staff in a busy contact centre environment.

Mansioni

• Analyse performance data across the Integrated Front Door, the Emergency Duty Service and contact centre to provide clear insights for management and service improvement.
• Maintain local performance reporting for the contact centre with metrics on call demand, waiting times and service performance.
• Lead and supervise Children’s Information and Advice Workers to ensure consistent practice and decision making.
• Validate and present data from multiple sources to create accurate management information and narratives for varied audiences.
• Identify trends and risks to inform quality assurance and service development across the Front Door system.
• Prepare reports, briefings and dashboards for operational managers and senior leaders to inform decisions.

Conoscenze

Data analysis

Dashboards

Performance reporting

Staff supervision

Formazione

Level 5 qualification or equivalent experience

Descrizione del lavoro

Staffordshire County Council,

Are you an experienced contact centre supervisor and performance analyst ready to make a real difference for the children of Staffordshire?

The Staffordshire Families Integrated Front Door (SFIFD) is on an ambitious improvement journey, and we’re looking for a skilled and motivated Performance & Contact Centre Analyst to lead our Integrated Front Door at a critical point of change and development.

In July 2026, SFIFD introduced a dedicated contact centre to handle concerns raised for children in Staffordshire. This enabled co-location of the contact centre team with social workers and family support experts. This role will provide management and oversight to the contact centre, and bring expertise of managing a busy customer service environment. Working alongside the Quality Assurance Lead, they will also offer insight and analysis of data and information to understand how SFIFD are responding to concerns for children and where improvements can be made.

• Lead a key service that shapes children and families’ first experience of social care
• Influence practice, culture and performance at pace.
• Be part of a supportive leadership team committed to learning, collaboration and improvement

Main 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.

The Ideal Candidate

The minimum criteria that will be used to shortlist for this role will be:

• 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 f 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

An understanding of local government and services for children and families is also desirable, but not essential.

This post will be subject to an enhanced DBS check and Police vetting.

Interviews will be held week commencing 9th November 2026.

Our Recruitment Process

We anonymise applications during shortlisting to ensure only relevant information is considered.

About Staffordshire County Council

We are no ordinary county council:

Our values were created and shaped by colleague feedback and national best practice and they sit at the heart of People Strategy:

We have a real sense of community spirit that brings our people together. This feeling of belonging means we are all connected to what we do and take pride in the difference we make every day for Staffordshire people. We are ambitious and our sights are set firmly on a better future.

We look forward and race ahead - that goes for your career too.

Our Values:

Our values are core to who we are as an organisation. These reflect the ways we think and act collectively.

Our benefits

We recognise that it is our employees that are central to everything we do. We aim to create a supportive working environment where employees can achieve their full potential and achieve a healthy work-life balance.

In addition to your salary, as a member of staff, you will have access to Our rewards and benefits - Careers at Staffordshire

Our recruitment process

As an Authority we are committed to safeguarding and promoting the welfare of children and young people/vulnerable adults and expect all staff and volunteers to share this commitment.

Staffordshire County Council is an equal opportunities organisation and Disability Confident employer. We encourage applications from all background and communities

As part of our commitment as a Disability Confident employer, a Gold Award Armed Forces employer and our commitment to supporting care leavers - we offer a guaranteed interview as long as your application meets the minimum criteria for the post.

As you’ll know safeguarding and promoting the welfare of our children and young people/vulnerable adults is important to us and that’s why this position is subject to a criminal record check from the Disclosure and Barring Service. If applicable you should disclose details of unspent and unfiltered spent reprimands, formal warnings, cautions and convictions in your application form.