Customer Planning Analyst

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 connectedcommunities. We do this by shaping our services around ourcustomer, ensuring we deliver right first time, whilst championingour values of being kind, inclusive, ambitious, responsible, and collaborative. We have a fantastic opportunity to join ourCustomer Resource Planning Team as a CustomerPlanning Analyst. Based out of our head office in Basingstoke you'll combine home and office working to ensure a positive work / life balance. Resource Planning is key to ensure ourCustomeroperations teams are equipped to deal with day to day Customer demands, as ourCustomerPlanning Analyst, you'll support both front and back office teams withperformancedata and insights, creating and developingvisually appealing and easy-to-understand KPI dashboards which improve workflow and efficiency. You'll be responsible for maintaining the integrity of ourhistoricaldata and will need to be able to interpret and analyse short and midterm trends; communicating these withstakeholders in data led discussions to influence value drivendecision making.

Key Responsibilities:

• Create and develop insightful KPI dashboards for both front and back office teams.
• Alignment of all available, skilled resource to meet Customer Demand through the optimised planning of colleague shift patterns & activity to protect service.
• Provide pro-active analysis that influence operationaldecisions, evaluateperformance, identify areas of underperformance and suggesting improvementopportunities.
• Complete robust impact analysis on all projects or changes highlighting the impacts to both overall performance and ourcustomer's journey.

• Maintain historicaldata, reviewing and sharing short to midterm changes with relevant stakeholders as and when required.
• Collaboratewithstakeholders both within Customer Service Management Centre and the wider business to share knowledge, best practice, and accurate data.

The ideal candidate will have:

• Excellent analytical, planning & organisational skills
• The ability to engage effectivelywith and influence key stakeholders
• Experience in improving productivityperformance
• Experience creating and developingperformance dashboards that have driven change or improvements in a team or organisation
• Ability to propose creative solutions that drive continuousimprovement
• Self-driven and highly motivated
• Experience with using Excel.
• Experience withCalabrio WFM or similar Workforce ManagementPlanning Tool

What you can expect from us:

We invest in our people, and you will be able to develop your skills and be part of something that makes a real difference to people's lives. This role can give you the opportunity for a career within a successful and diverse organisation.

Some of our benefits include:

• £450 yearly flexible benefit pot to use against benefits of your choice
• Flexible working
• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
• A chance to buy or sell holiday as part of our flexible benefits package
• A generous pension scheme matching up to 12%
• Life cover as soon as you join us
• You will be a part of ourRecognition scheme where you can be gifted retail vouchers
• A range of wellbeing discounts including Gym Memberships
• A wide selection of other benefits available

It's an exciting time to be joining Sovereign Network Group so if you're looking for a new opportunity then we'd love to hear from you!