Job Description
Customer Contact Analyst-(26220)
Description
Customer Contact Analyst
Salary circa £30,000 per annum
Plus 34 days leave, rising to 39 (includes bank holidays and a “me day” and the option to ‘buy’ 5 more each year!) and 2 paid volunteering days each year
Permanent, Full time (37.5 hpw)
One Strawberry Lane, Newcastle upon Tyne
We can’t offer CoS for this role
Home, a place where you belong
You will turn customer conversations into insight that actually changes how we work. Instead of creating reports nobody reads, you will build stories that help our Customer Service Centre make better choices every day. Join a friendly, growing team in our shiny head office at One Strawberry Lane and enjoy hybrid working that balances work and life!
What you’ll do
1. Turn customer contact data into clear stories that show how we perform.
2. Build and improve Power BI and Excel reports used by teams every day.
3. Align your reporting with central MI so everyone works from one truth.
4. Spot trends, risks and hotspots to guide forecasts and staffing choices.
5. Work with leaders and tech colleagues to design robust, scalable data solutions.
Why join us
Help us make Home Group better.Unleash your curiosity to unlock game changing data and insight.Here you will be trusted to own your area, creating powerful dashboards that are the catalyst for change. You will learn from diverse colleagues, with real chances to grow as the team develops. Be part of one of the UK’s top 10 Great Places to Work!
You have
6. Strong analytical skills and experience in a similar role.
7. Good knowledge of Power BI and Microsoft 365 tools.
8. Experience with contact centre systems, workforce management or analytics platforms.
9. Great attention to detail and enjoy getting data right.
10. Clear communication skills, influencing different audiences with insight or equivalent experience.
The practical bits
11. You’ll manage your own diary.
12. We typically work on a hybrid basis with 2 days per week in our One Strawberry Lane, Newcastle upon Tyne, with the rest from home.
What’s in it for you?
13. Health cash plan saving you (and your children) £1140+ each year covering dental, opticians, prescriptions and more
14. Matching pension contribution (up to 7% and life insurance of 3x basic salary)
15. 800+ discounts on shops, holidays, days out, tech and more
16. Career path with development and excellent training package.
17. Family friendly policies including maternity, paternity, adoption, neonatal, fertility and menopause support
Find out more