At NHS Property Services, we believe our people are our greatest asset. That's why we're committed to creating a workplace where everyone feels valued, supported, and empowered to thrive. Our People Strategy - Get, Grow, and Keep Great People, is all about building a values-driven culture where colleagues and customers are at the heart of everything we do. As a Real-Time Analyst within our Customer Service Centre (CSC), you will play a vital role in ensuring our customer service operations run smoothly and efficiently. You'll be responsible for monitoring real-time performance, managing resources across multiple contact channels, and ensuring service levels are consistently met. This role is central to maintaining high levels of customer satisfaction and operational excellence. You'll work closely with internal teams and external suppliers to resolve issues, support incident management, and contribute to continuous improvement across our service delivery. Who You Are You're a proactive and detail-focused professional with experience in real-time operations or workforce management. You're confident using data and technology to make decisions, and you communicate clearly across teams. With a strong understanding of SLAs, incident management, and resource planning, you bring a methodical approach and a commitment to delivering excellent customer service. Key Responsibilities Monitor real-time customer service interactions to ensure SLA targets are met. Lead weekly resource planning meetings, agreeing forecasts, resource allocation, and actions to address performance risks. Manage shrinkage requests and escalate service issues appropriately. Allocate resources across multiple work types and inbound channels based on demand. Maintain accurate records of customer interactions, ensuring data privacy and security. Produce clear and accurate SLA and workload reports across all contact channels. Collaborate with internal teams to improve systems, processes, and procedures. Support incident management, including proactive communications and front-end messaging. Understand and act on the Business Continuity Plan during service-impacting incidents. Liaise with external suppliers and internal product teams to resolve system-related customer issues. Where you'll be You will be based out of our Stockport office. What we can offer you 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 to buy additional weeks leave. Car Allowance 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 into 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 a responsible business, we make sure that every colleague is given the opportunity to make a difference. We celebrate diversity, and we are working hard to create an inclusive environment where people love to work and can fulfil their potential. We would encourage all applicants to apply as soon as possible as we may close vacancies early should we receive a high number of applications. Check out more about Life at NHSPS on our LinkedIn page!