Quality and Performance Analyst OCC606125

Job details

Salary range: £24,948 - £26,845 per annum

Work location: County Hall, Oxford

Hours per week: 37 - we are open to discussions about flexible working

Contract type: Temporary until 31st March 2024

Closing date: Friday 20th January 2023

Interviews to take place between 26th - 31st January 2023

• Are you currently a data analyst?
• Are you passionate about continuous improvement in Customer Services; and want to support the development of continuous improvement function across our Customer Service Centre?
• Do you have the drive to define and deliver Workforce Planning across our Customer Service Centre?

We’re looking for a data analyst to join our Quality and Performance team

About us

The Customer Service Centre provides the first point of contact for all initial customer enquiries across a wide range of council services and channels including phone, email, social media and face to face.

The Customer Service Centre supports the empowerment, independence and self-serving ability of our customers. Our vision is ‘to provide excellence in customer service to the residents, and visitors to Oxfordshire.

Recently, we have been making changes to the way we serve our customers, in order to ensure a consistent and integrated customer centric approach to services. One aspect of this change was the recent formation of a Continuous Improvement team within the Customer Service Centre. Individuals in the Continuous Improvement team provide support services to drive performance and improvement across the whole Customer Service Centre.

This role will solely be dedicated to the Adult and Children Social Care function within the Customer Service Centre.

About the role

As a Quality and Performance Data Analyst, you will work closely with the Senior Quality and Performance Officer and Data Analyst to contribute to the provision and management of an effective Customer Service Centre, and particularly around the Adult & Children function offered in the Customer Service Centre.

You will be directly responsible for identifying and collating key performance indicators necessary for measurement and distribute daily, weekly and monthly reports with clear and succinct analysis; provide analytical and trend insight; , and support the Customer Service Centre management team by providing insight into the data, to assist with core decisions and business process.

About you

As a Data Analyst, you will work with the Quality and Performance Officer and Data Analyst to deliver the priorities and reporting. You will have outstanding data analysis skills to identify key trends and opportunities to maximise our operations to achieve KPIs and SLAs.

Rewards and benefits

It really is true that every single job role here contributes to bettering the lives of the people in our county - we want to do this for our employees too. We are proud of our strong flexible working culture, including the opportunity for flexibility on working hours and the use of technology to support agile working. We offer some of the best learning and development opportunities to support your ongoing development.

We have a generous holiday allowance which rises as you remain in employment with us up to 32 days, as well as giving you the option to buy additional holiday. You will also have access to a Local Government Pension Scheme with employer contributions of up to 19.9% of your salary; a range of local and national retail discounts; and a host of enhanced family friendly policies including carers leave and paid time off for volunteering.

Would you like to know more?

Please click here to view the Job Description and Selection Criteria

For an informal discussion about the role, please contact Lucie Maycock, Senior Quality and Performance Officer on LUCIE.MAYCOCK@OXFORDSHIRE.GOV.UK or 07919 306225.

Application Procedure

To apply, please complete an online application form by clicking either of the Apply Now buttons at the top and bottom of this advert. This includes a section asking you to explain how you meet the selection criteria, as specified in the job posting. You may attach a cover letter and/or CV to your application form, however it is not mandatory.

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