Job Description

Job description
Are you passionate about using data and technology to shape the future of customer services?



Sheffield City Council is looking for a Customer Workforce Analyst to join our Customer Experience Capability (CEC) team. This is a pivotal role in driving strategic workforce planning and ensuring our services meet the evolving needs of our customers.

What

you'll do

Use advanced workforce management systems and AI tools (including summarisation and sentiment analysis) to forecast labour needs and optimise capacity



Analyse quantitative and qualitative data to monitor KPI's and inform scheduling decisions



Develop and maintain business systems that support customer service delivery



Collaborate with HR, Digital and Operational Services to provide data driven insights for workforce planning



Present insights through data visualisations to stakeholders across the council

What we are looking for

Proven experience in workforce management, data analysis, and stakeholder engagement



Advanced knowledge of emerging technologies and their application in workforce planning



Strong analytical skills with proficiency in tools such as Microsoft Power BI



Excellent communication skills and a collaborative approach

Why join us?

Be part of an innovative team shaping the future of customer experience



Work with cutting edge technology to deliver better outcomes for customers and staff



Enjoy a supportive environment that values openess, collaboration and continuous improvement



Apply not to help us deliver exceptional customer experiences through smarter workforce planning



We are investing in our workforce and are promoting opportunities to our under-represented groups. We value equality, diversity and inclusion and are focused on increasing the diversity of our workforce, particularly the number of Black, Asian, Minority Ethnic, Disabled and LGBTQ+ people, so that our teams reflect the communities in the city we serve. We are also supporting staff with unpaid caring responsibilities to work flexibly.



It is a great time to join us and we welcome your application.



Under the Guaranteed Interview scheme, applicants who are disabled, care leavers, or armed forces veterans will be guaranteed an interview if they meet the essential criteria and indicate their eligibility on the application form.



Full-time employees work 37 hours for 52 weeks of the year and we offer a generous holiday entitlement. We are open to discussions about a wide range of flexible working opportunities which benefit you and the Council, including reduced hour contracts, working part time or as a job share.



If you are appointed to this role, your starting salary will be at the bottom of the grade. If you provide payslip evidence that your basic pay is greater than the bottom of the grade, we will consider starting you at the point of minimum advantage within the grade.



We are committed to safeguarding and promoting the welfare of all individuals, ensuring a safe and supportive environment for everyone and where appropriate to the role the successful applicant will be required to undertake relevant safeguarding checks.



Equality of pay is extremely important to us. All roles at Sheffield City Council are going through an evaluation process which may result in changes to some pay arrangements from 2026. Find out more on our New job evaluation process to be introduced at Sheffield City Council | Sheffield City Council

Job details

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Job reference
REQ003958
Date posted
13/01/2026
Application closing date
27/01/2026
Location
Sheffield
Salary
Grade 07 38,220 to 41,771
Package
1 Permanent Position
Contractual hours
37
Basis
Blank
Job category/type
Customer Service