Contact Centre Data Analyst

Join us as a Contact Centre Data Analyst - where insight drives impact As a Contact Centre Data Analyst in our Customer Care team, you'll play a pivotal role in turning complex data into meaningful actions that directly improve customer experience. By uncovering insights, streamlining processes, and identifying opportunities, you'll help drive smarter decisions and operational excellence across our customer care teams. The team operate in an agile manner, so this will be a mix of office and home-based working. The business area is operational 8am to 8pm Monday - Fri and 8am to 1pm Saturday. The Contact Centre Data Analyst is known internally as Customer Care Data Analyst. What you'll achieve In this role, you'll be at the heart of improving our customer experience - transforming raw data from contacts, surveys, and feedback into powerful, actionable insights. Your work will uncover trends, highlight gaps, and identify opportunities to enhance both customer satisfaction and colleague performance and wellbeing. Partnering closely with fast-moving operational teams, you'll bring clarity to complex, high volume data, spotting patterns and providing analysis that informs smarter decision making. This is more than just data analysis - it's about using data to drive change. If you thrive in a collaborative, high-energy environment and are passionate about turning insights into outcomes, we want to hear from you

• Explore, gather and interpret source data from multiple sources, calls, surveys, feedback, and more, to reveal what matters most to our customers and colleagues.
• Translate numbers into meaningful insights that highlight trends, gaps, and opportunities across customer journeys and team performance.
• Track key performance indicators (KPIs) and use them to guide smarter decisions that benefit both our colleagues and our customers.
• Identify where processes can improve, resources can be used more wisely, and training can be more targeted always with care and impact in mind.
• Spot patterns in customer behaviour and colleague performance to inform strategic planning, forecast, resource, training and innovation.
• Mine data from core sources and create reports and dashboards that bring data to life.

• Possess data analysis experience in contract centre, customer service or resource planning environments
• Understand resource planning, methodologies and their role delivering exceptional service
• Be an advance user of tools like Excel, Power BI and other data analysis platforms
• Think critically and solve problems with creativity and purpose
• Communicate, influence and collaborate with stakeholders and colleagues
• Have a keen focus on attention to detail and used to delivering work that has been effectively error checked
• The ability to work independently and as part of a team
• Understand the contact centre environment and how to add value in an omni-channel operation

£25,880 - £32,350/annum 27 days holiday, pension, life assurance, private medical

Posted today by Orbit Group Coventry £25,880 - £32,350/annum 27 days holiday, pension, life assurance, private medical Apply now We're building thriving communities as one of the UK's largest housing groups and a leading developer of affordable housing. We believe everyone is entitled to a good home they can afford, in a place they are proud to live. More than 100,000 people live in our homes. If you want to experience work that's truly rewarding, join us. Because when we achieve together, customers and communities thrive. Work for Orbit. Believe in people., A rewarding experience that works for you We strive to create an inclusive experience with benefits and wellbeing programmes designed to help you, and your loved ones, to thrive. For a better work life balance, we offer flexible working opportunities for many roles. A place to progress From training programmes to professional qualifications, we provide opportunities to learn and develop at every stage of your career. Whether you're a student, graduate or experienced professional we'll support you to grow. For leaders, our tailored development journeys are designed to stretch and strengthen your leadership skills. As well as practical training, we give you access to renowned business schools and experiential programmes for greater breadth and depth of learning. A purpose to feel proud of We're proud to make a difference to people together. We're values-driven with a commercial focus on performance - because the more profit we make, the more we can achieve for people. What brings us together is a passionate belief in progress and people. Read more about the values and purpose that drive us on our careers website. How we hire We aim to make our hiring process simple and fair: 1. Online application 2. Interview(s) and technical exercise 3. Decision and offer We put the safeguarding of our customers, colleagues and contractors at the heart of everything we do and as such, certain roles will be subject to a DBS check.