Job Description

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, whilst championing our values of being kind, inclusive, ambitious, responsible, and collaborative.
We have a fantastic opportunity to join our Customer Resource Planning Team as a Customer Planning Analyst. This is a full time fixed term contract until the end of January 2027 based out of our head office in Basingstoke where you'll combine home and office working to ensure a positive work / life balance.
Resource Planning is key to ensure our Customer operations teams are equipped to deal with day to day Customer demands, as our Customer Planning Analyst, you'll support both front and back office teams with performance data and insights, creating and developing visually appealing and easy-to-understand KPI dashboards which improve workflow and efficiency.
You'll be responsible for maintaining the integrity of our historical data and will need to be able to interpret and analyse short and midterm trends; communicating these with stakeholders in data led discussions to influence value driven decision 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 operational decisions, evaluate performance, identify areas of underperformance and suggesting improvement opportunities.
• Complete robust impact analysis on all projects or changes highlighting the impacts to both overall performance and our customer's journey.

• Maintain historical data, reviewing and sharing short to midterm changes with relevant stakeholders as and when required.
• Collaborate with stakeholders 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 effectively with and influence key stakeholders
• Experience in improving productivity performance
• Experience creating and developing performance dashboards that have driven change or improvements in a team or organisation
• Ability to propose creative solutions that drive continuous improvement
• Self-driven and highly motivated
• Experience with using Excel.
• Experience with Calabrio WFM or similar Workforce Management Planning 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:

• 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 service

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!

Skills Required