Strategic Performance & Contact Centre Analyst, Social Care

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

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.