Performance and Contact Centre Analyst - Integrated Front Door

Staffordshire Local Enterprise Partnership; Stone; On-site; GBP 40,000 - 55,000; Full time

Job summary

Staffordshire County Council is recruiting a Performance and Contact Centre Analyst for the Integrated Front Door. You will lead the contact centre, provide performance insights, and support improvements across the front door system.

The role requires experience in data analysis, dashboards and reporting, plus the ability to supervise staff in a busy environment. Interviews are planned for November 2026.

Qualifications

• Qualification at Level 5 in a numerate, analytical or relevant discipline.
• Training or applied experience in data analysis, research methods, performance reporting or information management.
• Experience of analysing and 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

Performance reporting

Dashboards

Staff supervision

Education

Level 5 qualification in numerate/analytical discipline

Job description

The following content displays a map of the jobs location - Lindum House

Performance and Contact Centre Analyst - Integrated Front Door

Job Reference staffscc/TP/905/4818

Number of Positions:

1

Contract Type:

Permanent Full time

Working Hours:

37

Closing Date:

03/11/2026

Job Category:

Social Care

Directorate:

Children and Families

Business Unit:

Children's Services

Job Introduction

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.

This is an exciting opportunity to:

• 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

If you are passionate about customer service and empowering teams to deliver their best work, we would love to hear from you.

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:

The core of who we are as an organisation. Just like we all have personal values that shape our thoughts and behaviour, organisational values drive how we think and act collectively.

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.

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.

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 yourapplication 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.