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Business Insight Analyst job in Preston

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Job Ref:  204793743
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
City:  Preston
Post Code:  BN1
Salary:  £22000 - £30000/annum
15/10/2016 03:36
Job Title Business Insight Analyst

Location Preston, Lancashire

Competitive Salary & Benefits 22k-30k depending on experience

Have you the know how to be our new Business Insight Analyst?

About the role

The role will support our Partnership Vision with focus on the Customer Experience Improvement Strategy, through analysis and reporting, providing meaningful insight into "why Customers contact us" as well as reporting on performance of client SLA's, reviewing operational performance & capabilities, making suggestions on activities and areas that require development and improvement

About Capita | Customer Management

Capita Customer Management is part of Capita plc, the UK's leading provider of business process management and integrated professional support service solutions, with 68,000 staff across the UK, Europe, South Africa and India.

We provide first-class customer services for other organisations and companies by phone, email, web and more. Our contact centres are home to thousands of customer service advisors, sales colleagues, collections agents and back office processing staff. With more than 14,500 colleagues across 19 contact centres in the UK, India, Poland and South Africa, we manage customers for a range of big name clients like Dixons ,O2, Volkswagen Group, British Gas, RSPCA and William Hill.

What you will do:


Extensive experience as an MI Analyst in a multi-channel contact centre.

Accurate and timely production and analysis of MI, articulating the causes of trends and recommending any remedial action required.

Strong data management skills, with the ability to gather, analyse, interpret, structure and present information to wide audiences

Respond to MI queries: (Problem solving techniques).

The creation and maintenance of regular BAU MI reports, monthly presentation packs & Ad-hoc requirements.

Liaising with client on reporting/data requirements.

Working as part of a wider development and insight team.

There will be a required to work the occasional weekend to ensure automated processes run.

Ability to identify and explain linkages between different datasets, creating a multi-dimensional view of the business through SQL and Pivot tables.

Ability to generate statistical data for performance monitoring purposes and to identify further action required supporting insight into action initiative.

Your experience will include:


Advanced level of experience using MS Excel (VBA, Formula etc.)

Knowledge of SQL Server highly desirable.

A genuine interest in data analysis and insight.

An aptitude for both efficient and accurate working.

A willingness to work independently when required using own initiative.

Excellent analytical and both verbal and written communication skills with an ability to convey results to business users, including regular conference calls and presentation of performance to client.

Excellent problem solving skills.

Experience in automation VBA / Task Scheduler / SSIS would be advantageous.

Experience with contact centre tools such as WFM and ACD / Telephony is highly advantageous.

A background in IT, Mathematics or Business.

SAPP Business Objects 4 would be advantageous.

Educated to degree level.

Knowledge of Contact Centre business also advantageous.

What's in it for you?

At Capita, training and development aren't optional extras: they're how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. As well as a generous basic salary we also give you 23 day's holiday, company pension scheme and access to voluntary benefit options including; child care vouchers, share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle. All of this, in a professional but fun environment.

What we hope you will do next

Help us find out more about you by completing our short application process - click apply now.

Capita operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.

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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us
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