About the job

Job summary

This is an exciting role for a Senior Data Analyst who will provide ancillary services supporting Customer Contact Division activity. This will include performance and capacity management, management information and reporting.

The Senior Data Analyst will develop and maintain partnerships and relationships, and influence others where there may be divergent and conflicting views. This role requires leadership, representational and influencing skills both within the organisation and with external stakeholders.

Job description

The job holder will be required to carry out the following responsibilities, activities and duties:

• Lead in creating contact centre data analysis products to support the monitoring of performance and good decision making by senior leaders, continual improvement, and prioritisation of areas for improvement.
• Experience of producing data models and knowing when to use different types of data models and ability to create dashboards and reports with very little direction.
• In depth knowledge and practical experience of producing contact centre dashboards and analysis using advanced Excel and data visualisation tools and solid working knowledge of analysis or reporting languages or tools.
• Experience of automating production of regular reports or dashboards.
• Manipulate and link different data sets as required.
• Demonstrate experience of being resourceful and proactively seeking out answers/options/solutions and propose new techniques and practices, where appropriate.
• Expand the boundaries of what can be achieved using data, predict patterns of behaviour and understand emerging trends and areas of innovation.
• Undertake reporting from all activities across the Division, and provide accurate, engaging, and actionable analysis and recommendations for review by the Customer Contact Division’s senior leadership team.
• Ability to interpret data and analysis that has been produced, summarise findings, clearly communicate results, explain the methodology employed and convert into easily consumable insights for non-data literate stakeholders.
• Explain technical information clearly, describe the implications and uncertainties of the analysis and evidence and communicate with impact.

The duties/responsibilities listed above describe the post as it is at present and is not intended to be exhaustive. The Job holder is expected to accept reasonable alterations and additional tasks of a similar level that may be necessary.   

Please review the JD for the full list of responsibilities.

Person specification

It is important through your application and Statement of Suitability of 1250 words that you give evidence and examples of proven experience of each of the following criteria: 

Essential

• Educated to degree level or equivalent level in a relevant subject or equivalent experience of working at a senior level in a related area.
• In depth knowledge and practical experience of producing contact centre dashboards and analysis using advanced Excel and data visualisation tools
• Advanced knowledge of MS Excel and good working knowledge of reporting languages or tools (VBA, Power BI, SQL, R, etc.)
• Solid working knowledge and understanding of a variety of analytical techniques and tools.
• The ability to work in an environment of uncertainty and continual change. Able to feel comfortable making decisions and setting direction without having the full picture and re-focus as details emerge. Can apply knowledge and techniques to reduce ambiguity.
• Strong analytical, problem-solving skills, and the ability to use information to develop creative beneficial solutions.
• Excellent communication (written and verbal) alongside stakeholder management skills, including the ability to work across boundaries to influence and gain confidence of senior leaders and sponsors.
• Ability to analyse very complex issues where material is conflicting and drawn from multiple sources.
• Demonstrable capabilities to manage own workload and make informed decisions in the absence of required information, working to tight and often changing timescales. 

Desirable

• Experience in a project environment, including a working knowledge of governance and release frameworks.

 Please review the JD for the full criteria.

Benefits

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an average employer contribution of 27%

Things you need to know

Selection process details

STAGE 1 - APPLICATION & SIFT: 

You will be required to complete an application form. This will be assessed in line with the advertised essential criteria – please do provide evidence of how you meet this. 

If you are successful at this stage, you will progress to an interview.

STAGE 2 – INTERVIEW 

This stage will involve an interview by Teams.   

As part of the process, candidates will be invited to interview which will involve an in-depth discussion of your previous experience and professional competence in relation to the criteria set out in the Person Specification. 

Expected Timeline:

Advert close: 23:55hrs on 29th December 2023 – unfortunately, late applications will not be considered. Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Shortlist: w/c 3rd Jan 2024

Interviews: Early Jan 2024

Please note these dates could be subject to change. 

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.