Overview
We’re looking for a proactive and analytical intraday analyst to join our dynamic service centre team at Beyond Housing. This role is key to ensuring our customer service operations run smoothly and efficiently throughout the day.
Responsibilities
* Set up real-time monitoring of contact volumes, agent activity, and service levels, and make live adjustments to staffing and workload routing across calls and digital channels.
* Provide forecasting and insights to help meet performance goals and deliver exceptional customer service.
* Work closely with the customer service manager, alerting on service level risks, performance anomalies or staffing shortages.
* Report on performance and trends and make recommendations.
Application details
The closing date for applications is Wednesday 5 November 2025. Applications will be reviewed throughout the duration of the advert, and we may close it early should enough applications be received. We are not working with recruitment agencies on this vacancy.
If you are interested and would like to have an informal chat about the role, contact Rachel Bradwell on 07974891400.
Salary and terms
Pay award pending minimum 2.2%.
About Beyond Housing
We are proud to be an ethical organisation, deeply embedded in our local communities. With over 15,000 homes, 30,000 customers and 750 colleagues, we\'re changing lives every day. Our mission is simple: to provide homes customers want, services they value, delivered by people who care. We want to help our customers and communities to succeed and thrive. Considerate, collaborative, ambitious and accountable – that’s just our way of life.
Our offices are more than just the space we work in. We encourage inspiration, creativity and productivity in a relaxed and comfortable environment. We’re looking for people who are travelling in the same direction when it comes to the way we work, live our values and deliver our services. Our reward and recognition offer is pretty impressive too!
Values and equality
We have ambitious plans for further impact, and we need the right people to take this leap with us. It may be challenging at times, but you can be assured that it is going to be rewarding and inspiring. After all, we are changing lives, every day, in all that we do. Our values are important to us and we want all our colleagues to live them every day. We are looking for candidates who show the skills to do the role and are aligned with our values.
At Beyond Housing, we are committed to ensuring that all applicants are treated fairly throughout our recruitment and selection processes and are not discriminated against on grounds of age, disability, gender reassignment, pregnancy and maternity, race, religion or belief, sex or sexual orientation.
Benefits
* Agile working – up to two days from home (if role suitable).
* Generous holiday entitlement (up to 39 days including bank holidays after 5 years’ service) with the ability to purchase more.
* Salary that matches the market rate with annual cost of living rise.
* Real Living Wage paid as defined by the Living Wage Foundation.
* Competitive pension with generous employer contributions.
* Life assurance and bereavement time off.
* Health cash plan, optical, dental, and therapies, plus free flu jabs.
* Free tea and coffee (and cordial).
* Recognition schemes such as weekly ‘Cheers For Peers’, ‘Star of the Quarter’ and Star Awards.
* Long service awards every 5 years.
* Cycle to work scheme and cycle parking.
* Cashback and discounts across retailers and leisure providers.
* Salary sacrifice electric vehicle lease scheme.
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