Performance and Contact Centre Analyst - Integrated Front Door

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

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.

Please note: The minimum criteria in the ideal candidate section detailed above will be used if you are applying under one of our Interview Guarantee Schemes detailed below.

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.

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 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.