Real Time Analyst

NHS Property Services Ltd; Stockport; Hybrid; GBP 31,000 - 37,000; Full time

Benefits offered by this job

27 days annual leave + bank holidays

Smarter Working Policy

Training and development opportunities

SMART Pension 6%

NHS retail discounts

Cycle to Work Scheme

Colleague Assistance Programme

Job summary

NHS Property Services in Stockport is seeking a Real Time Analyst to join our Customer Service Centre. You will monitor real-time performance across channels, using data to inform decisions and support workforce planning to maintain service levels.

The role is hybrid, with one day per week in the Stockport office, and the salary starts from £34,000. We offer 27 days of annual leave, flexible benefits, training opportunities, a SMART pension and an inclusive, supportive work environment.

Qualifications

• You're a highly organised and analytical professional with experience working within a contact centre, workforce planning or operational performance environment.
• You have a passion for delivering exceptional customer service and are confident using data to identify trends, make recommendations and support informed decision-making.

Responsibilities

• Monitor and manage real-time operational performance across multiple customer contact channels to ensure service level agreements are achieved.
• Lead weekly resource planning meetings, reviewing forecasts and agreeing actions to address service risks and opportunities.
• Manage resources in real time, responding to changing demand and operational requirements.
• Produce accurate performance and workload reporting, identifying trends and recommending improvements.
• Leverage AI and automation tools where possible to analyse operational data, identify improvement opportunities, streamline processes, and enhance decision-making.

Job description

At NHS Property Services, our people are at the heart of everything we do. We’re committed to creating a workplace where colleagues feel valued, supported, and empowered to make a meaningful impact. As part of our mission to Get, Grow and Keep Great People, we continue to strengthen how we deliver safe, sustainable and financially responsible services across our estate.

We now have an exciting opportunity for a Real Time Analyst to join our Customer Service Centre team. This role is instrumental in helping us deliver brilliant service to our customers by ensuring the efficient management of resources, service levels and customer contact performance across a fast-paced, multi-channel environment.

About the Role

As a Real Time Analyst, you will play a key role in monitoring and managing the day-to-day performance of our Customer Service Centre. You will use data, insight and workforce planning tools to ensure service level agreements are achieved, resources are optimised, and customer experience remains at the heart of everything we do. Working closely with operational leaders and stakeholders across the business, you'll identify trends, provide valuable performance insights and support the ongoing development of our customer service operation. This is an exciting opportunity for someone who enjoys working with data, solving problems and influencing operational performance in a dynamic environment.

Who You Are

You're a highly organised and analytical professional with experience working within a contact centre, workforce planning or operational performance environment. You have a passion for delivering exceptional customer service and are confident using data to identify trends, make recommendations and support informed decision-making. You enjoy collaborating with stakeholders, managing competing priorities and finding innovative ways to improve processes and performance.

You are naturally curious about emerging technologies, particularly AI, and actively explore how it can simplify tasks, enhance insights, improve customer experiences, and support better ways of working.

Key Responsibilities

• Monitor and manage real-time operational performance across multiple customer contact channels to ensure service level agreements are achieved.
• Lead weekly resource planning meetings, reviewing forecasts and agreeing actions to address service risks and opportunities.
• Manage resources in real time, responding to changing demand and operational requirements.
• Produce accurate performance and workload reporting, identifying trends and recommending improvements.
• Leverage AI and automation tools where possible to analyse operational data, identify improvement opportunities, streamline processes, and enhance decision-making,
• Coordinate incident management activities, supporting business continuity and customer communications during service disruptions.
• Support the administration and maintenance of Customer Service Centre systems, including IVR management, user administration and system testing.
• Work with internal teams and external suppliers to resolve customer and system-related issues.
• Support continuous improvement initiatives that enhance customer experience, self-service and operational efficiency.
• Manage shrinkage requests and escalat[e] decisions where appropriate to ensure service delivery is maintained.

Where you’ll be

This is a permanent role, offering hybrid working, with a requirement to attend the Stockport office, one day a week. The salary starts from £34,000.

We understand how important life is outside of work so, as well as a competitive salary we will also offer:

• 27 days annual leave + 8 days bank holiday with the option of buying additional weeks’ leave.
• A Smarter Working Policy, empowering you to choose the location of how and where you work according to your daily activities.
• Training and development opportunities, providing opportunities for our colleagues to develop and progress their careers at all levels through our Professional Excellence Framework.
• SMART Pension contribution to which the company will contribute up to 6%
• A range of flexible benefits, including NHS retail discounts and Cycle to Work Scheme.
• We have a great Colleague Assistance Programme and offer support for all areas of life.

An organisation with a purpose

We are an organisation with a passion for giving back. Putting money back into the NHS, raising £150,000 over 3 years for our charity partner Young Lives vs Cancer, supporting colleagues to volunteer within their local communities, and being committed to creating a sustainable working environment on our pledge to become net zero carbon by 2050. We understand that it’s important to feel like the work you do is having a meaningful impact on society, and through our approach to being responsible for business, we make sure that every colleague is given the opportunity to make a difference.

At NHS Property Services, we’re committed to creating an inclusive workplace where everyone can thrive. We welcome applications from disabled people and will make reasonable adjustments throughout the recruitment process and in the workplace to support your needs. If you require any support or adjustments, please let us know — we’re here to help

We celebrate diversity, and we are working hard to create an inclusive environment where people love to work and can fulfil their potential.