Real Time Analyst

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We’re looking for an analytical individual with experience of using workforce management software or similar to join us as a Real Time Analyst and help us ensure we deliver effective telephone advice services.

Established in 1998, Shelter’s Helpline offers free advice to all, 365 days each year, regardless of income or social status. Each month, we answer around 5,000 calls and emails from people in housing need and acts as a gateway to our locally based Advice centres. The service also provides the crucial evidence we need to support our campaigns for action on housing and homelessness both at regional and national level.

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

Your key responsibilities:

- Provide vital support to help us meet the demands of delivering telephone and online advice to our clients by analysing, monitoring and reacting to real time staffing levels and call volumes

- Ensure the effective deployment of client facing staff across all telephone and online advice services and take appropriate action to authorise offline activities

- Highlight any impacting issues to relevant departments and provide solutions to shortfalls

- Work with the Helpline Support Manager to ensure best practices are followed and fulfilled across all areas of telephone and online advice provision.

And what you’ll need:

- Proven experience of using a range of IT tools to carry out your work, proficiency using Microsoft Office applications and the ability to type

- A flair for analysis, a mathematical mindset and excellent organisational and communication skills

- Commercial awareness, a results-driven, customer-focused approach, a collaborative way of working and the ability to respond quickly and positively to change

- Respect for others opinions and a willingness to challenge the status quo and introduce new ideas, methods and processes.

For further information about the role, the benefits of working for Shelter and to apply please click 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 every year struggling with bad housing or homelessness through our advice, support and legal services. And we campaign to make sure that, one day, no one will have to turn to us for help.

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

Shelter does not accept unsolicited CVs from external recruitment agencies nor accept the fees associated with them.

Closing date: 06 July 2016 (at Midnight)