Performance and Contact Centre Analyst - Integrated Front Door

Role introduction

Main responsibilities

• Analyze performance across the Integrated Front Door, Emergency Duty Service, and contact centre to inform management, planning, and improvement.
• Maintain reporting on call demand, waiting times, call handling activity, and service performance.
• Manage Children’s Information and Advice Workers, supporting consistent practice, performance, decision making, and continuity.
• Validate, interpret, and present data from multiple sources as management information and analytical summaries.
• Identify trends, risks, and improvements to inform quality assurance, thematic reviews, and service development.
• Prepare reports, briefings, and dashboards for managers, senior leaders, and partnership forums.

Minimum criteria

• Level 5 qualification in a numerate, analytical, or relevant discipline, or equivalent experience.
• Training or applied experience in data analysis, research methods, performance reporting, or information management.
• Experience analyzing data from multiple sources and producing dashboards, reports, analytical summaries, and performance narratives.
• Experience managing, supervising, or providing professional oversight to staff; contact centre experience is preferred.

Additional desirable knowledge

• Understanding of local government and services for children and families is desirable, not essential.
• The role is subject to an enhanced DBS check and Police vetting.

Recruitment information

• Interviews are scheduled for the week commencing 9 November 2026.
• The council states that its minimum criteria are used for shortlisting and relevant interview guarantee schemes.