Customer Care Centre Data Analyst - FTC Until 31 March 2023

Job Introduction

The Customer Care Centre is a dynamic department which provides vital support to people living with, at risk of, and affected by Diabetes. The need to support people living with diabetes has never been clearer. There are nearly five million people living with all types of diabetes today, and they are amongst those most vulnerable to the COVID-19 pandemic. As the Data Analyst you will be a member of the Customer Care Centre Leadership Team overseeing the Information Team. This role will help to create a world where diabetes can do no harm by providing accurate information, timely reporting, and actionable insight to the Customer Care Centre and the teams across the organisation.

Interview Date: TBC

Please note that all job offers are subject to you providing acceptable evidence of your eligibility to work in the UK.  You might find the following resources useful:

• To view a full list of accepted documents and the checks employers are required to make click here
• To view guidance on proving your right to work to an employer click here

Role Responsibility

As Data Analyst you will play a crucial role by providing accurate reporting of stats and by identifying and sharing actionable insight from customer feedback. You will ensure that the Customer Care Centre has all the information required to answer customer enquiries. You will lead the Information team, holding responsibility for the team’s planning and objectives as well as line management of the Information Officer. Demonstrating your excellent planning and project management skills you will oversee projects coming into the team. You will support the efficient and smooth operation of the Customer Contact Centre using problem-solving skills to identify and investigate issues and collaboration skills to work with others to implement solutions and improvements. You will create reports of team performance and accurate forecasts to aid in resource allocation to ensure that the Customer Care teams deliver first class customer service.

The Ideal Candidate

With a strong track record of using data analysis tools and techniques to analyse complex multi-source data you will be able to create accurate and effective reports, forecasts, insights, and recommendations. Having worked in a busy multichannel contact centre environment, you will confident using a variety of software and programmes ideally including Microsoft 365, advanced Excel, contact centre technology, CRM systems, Power BI, and SQL.

Highly organised and experienced in using effective prioritization skills will enable you to handle multiple projects, data requests and deadlines. Having superb problem-solving skills and the ability to understand and investigate technical system issues you will see them through to resolution.

You’ll be an excellent communicator with the ability to translate complex and large sets of data into simple and understandable formats and actionable insights. You’ll have exceptional cross-organisational working experience with stacks of emotional intelligence which enables you to effectively build relationships and influence stakeholders.  Having led and developed a team to meet organisational and personal development goals you will have a flexible approach and be willing to travel to other Diabetes UK offices as necessary.

Package Description

What we can offer you: 

• Generous annual leave starting at 25 days plus bank holidays, increasing to 30 days in your first 5 years here. Pro rata’d for those on part time hours or fixed term contracts.
• Generous pension provision, life assurance and income protection insurance
• A Cash Healthcare Plan (giving you up to £1,600 towards a range of out-of-pocket health expenses like new glasses, dentist, chiropractor or osteopath appointments)
• Early finish Friday and agile working
• Discounts on gym membership
• Employee assistance programme to give you support on any issues that come up in life
• Access to Remote GP, physiotherapy, mental health support, and much more
• Annual Season ticket loan (after successful completion of your probation period and for contracts that are permanent or over 12 months if fixed term)
• Home office season ticket (to help you spread the cost of any equipment or furniture you wish to purchase)
• Excellent Family-friendly and Carers policies, e.g. generous maternity, paternity, and neo-natal policies – considerably higher than statutory leave and pay
• Cycle to work scheme (after successful completion of your probation period and for contracts that are permanent or over 12 months if fixed term)
• Very active social scene including sport teams, gardening and other activities which we are delighted have continued remotely during the pandemic 
• We have a variety of well-being sessions throughout the year

About the Company

For nearly 5 million people with diabetes in the UK, there’s no day off. At Diabetes UK, we fight day in, day out for better care, treatment and support. We won’t stop until diabetes can do no harm.

With more people than ever living with diabetes and millions more at risk of developing type 2, our work has never been more needed. We make sure they get the care and support needed to live well with diabetes and avoid devastating complications.

We fund critical research, which has led to life-changing discoveries – like the first insulin pen and programmes to put type 2 diabetes into remission. Now, we want to do this for everyone and find a cure.

We can’t do any of this without you. Our staff are passionate and determined about helping everyone affected by diabetes. For over 85 years, they’ve been behind vital policy changes, as well as new treatments and technologies to make living with diabetes easier every day.

But there’s more to do. And you can be part of it.

We’re a really diverse bunch and we recognise and respect your value as an individual. As well as helping people with diabetes, you’ll be part of one of the top 30 Best UK Charities to Work For, and one of the top 75 Best Large Companies in London.

We’re committed to protecting and promoting the welfare of children and adults at risk, and we need our staff and volunteers to support this.

Our vision is a world where diabetes can do no harm. Join us today, and together, we can make that a reality.

To find out more about what we do, check out our website.

Diabetes UK