Real Time 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 connected communities. We do this by shaping our services around our customer, ensuring we deliver right first time.
We have a fantastic opportunity to join our Customer Resource Planning Team as a Real Time Analyst. This is a full time fixed term role until the end of January 2027. Based out of our head office in Basingstoke you'll combine home and office working to ensure a positive work / life balance.

Key Responsibilities:

• Analyse daily performance and make recommendations to ensure KPI's are met.
• Facilitate real-time discussions with relevant stakeholders in an understandable fashion.
• Support our operations team by providing direction, guidelines, and performance updates that help them hit service level goals.
• Scheduling all available, skilled resource to meet Customer Demand across multiple channels through the optimised planning of colleague shift patterns & activity.
• Using our Workforce management system to ensure all advisor offline time is booked in timely and with minimal impact to Customer wait times.
• Collaborate with stakeholders both within Customer Service Centre and the wider business to share knowledge, best practice, and accurate data.

The ideal candidate will have:

• Strong analytical and communication skills
• Excellent planning & organisational skills
• Experience in effective stakeholder management
• Ability to work effectively in a fast-paced environment
• Ability to propose creative solutions that drive continuous improvement

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:

• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
• Chance to buy or sell holiday as part of our flexible benefits package
• 3 additional Wellbeing days and 2 paid volunteering days
• Generous matched pension scheme up to 12% and Life cover at 4x salary
• Enhanced maternity/adoption pay
• Enhanced paternity pay - 6 weeks full pay (after 26 weeks' service)
• Options for private medical insurance, dental insurance and critical illness cover
• Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP services

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!