Customer Contact Analyst

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

• Turn customer contact data into clear stories that show how we perform.
• Build and improve Power BI and Excel reports used by teams every day.
• Align your reporting with central MI so everyone works from one truth.
• Spot trends, risks and hotspots to guide forecasts and staffing choices.
• 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

• Strong analytical skills and experience in a similar role.
• Good knowledge of Power BI and Microsoft 365 tools.
• Experience with contact centre systems, workforce management or analytics platforms.
• Great attention to detail and enjoy getting data right.
• Clear communication skills, influencing different audiences with insight or equivalent experience.

The practical bits

• You’ll manage your own diary.
• 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? 

• Health cash plan saving you (and your children) £1140+ each year covering dental, opticians, prescriptions and more 

• Matching pension contribution (up to 7%25 and life insurance of 3x basic salary) 

• 800+ discounts on shops, holidays, days out, tech and more 

• Career path with development and excellent training package.  

• Family friendly policies including maternity, paternity, adoption, neonatal, fertility and menopause support 

Find out more  

Click APPLY NOW to see our Customer Contact Analyst Job Description, find out about us, for help to apply and for all our benefits. Roles can close early, so don’t wait. For reasonable adjustments email recruitment@homegroup.org.uk.