Overview
Our vision at Sovereign Network Group is to have a positive and lasting impact on our customers' lives by offering them safe, high-quality homes and connected communities. We do this by shaping our services around our customer, ensuring we deliver right the first time.
This full‑time, fixed‑term role as a Real Time Analyst will last until the end of January 2027. Based out of our head office in Basingstoke, you will combine home and office working to maintain a positive work / life balance.
Responsibilities
* Intraday management of resources, ensuring the correct number of Customer Service Centre advisors are in the right place at the right time to answer forecasted volumes across multiple channels.
* Analyse daily performance and make recommendations to ensure KPI's are met.
* Facilitate real‑time discussions with relevant stakeholders in an understandable fashion.
* Support our operations team by providing direction, guidelines, and performance updates that help them hit service level goals.
* Schedule all available, skilled resources to meet customer demand across multiple channels through the optimised planning of colleague shift patterns & activity.
* Use our Workforce management system to ensure all advisor offline time is booked in a timely manner and with minimal impact to customer wait times.
* Collaborate with stakeholders both within the Customer Service Centre and the wider business to share knowledge, best practice, and accurate data.
Qualifications
* Strong analytical and communication skills
* Excellent planning & organisational skills
* Experience in effective stakeholder management
* Ability to work effectively in a fast‑paced environment
* Ability to propose creative solutions that drive continuous improvement
Benefits
* 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
* Chance to buy or sell holiday as part of our flexible benefits package
* 3 additional Wellbeing days and 2 paid volunteering days
* Generous matched pension scheme up to 12% and Life cover at 4x salary
* Enhanced maternity/adoption pay
* Enhanced paternity pay: 6 weeks full pay (after 26 weeks' service)
* Options for private medical insurance, dental insurance and critical illness cover
* Wellbeing discounts, including gym memberships and access to a 24/7 virtual GP services
Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high‑volume, seasonal and high‑peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non‑disabled people. For more details please go to .
It's an exciting time to be joining Sovereign Network Group, so if you're looking for a new opportunity, we'd love to hear from you!
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