Resource & Reporting Analyst

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We’re looking for a highly computer literate individual with experience of managing substantial information systems to join us as a Resource & Reporting Analyst and play a key role in our contact centre environment.

Shelter aim to provide a truly customer focussed service that’s tailored to individuals needs. Our operational services incorporate a range of advice, support and specialist provision for clients and professionals alike. In Sheffield, our telephone advice services comprise multiple teams and contact channels that include both voice and email. Our Advisers assist with a range of issues and queries on various aspects of Social Welfare Law, as well having the facility to refer more complex cases on to our specialist advice services or Legal Team.

Benefits include 30 days annual leave, the possibility of flexible working and significant opportunities for learning and development.

Your key responsibilities:

-Planning and supporting the effective deployment of the contact handling resource within our contact centre and training and supporting relevant staff on our systems

-Leading the ongoing design and implementation of robust analysis and management systems for our helpline

-Gathering and analysing resource and performance related information at an individual, team and service level

-Supporting the Telephone Advice Services Manager with the effective delivery of client services through utilising relevant telephony and resource management systems.

And what you’ll need:

-Proven relevant experience that includes using databases and reporting software

-A detailed knowledge of Microsoft Excel at expert level and a working knowledge of MS Dynamics CRM and Sharepoint

-A proactive, commercially aware and customer-focused approach, plus the ability to think laterally and challenge the ‘status quo’

-A flair for leading change and improvement, great communication and relationship building skills, a collaborative way of working and respect for others opinions.

For further information about the role, the benefits of working for Shelter and to apply please visit our website by clicking the APPLY button.

At Shelter, we welcome and encourage applications from everyone regardless of age, disability, gender, ethnicity, religion and sexual orientation. We are facing diverse problems, so need diverse people to tackle them.

Shelter helps millions of people a year struggling with bad housing or homelessness – and we campaign to prevent it in the first place.

We’re here so no-one has to fight bad housing or homelessness on their own.

Closing date: 27 April 2014