Business Support Centre Analyst job vacancy

Fill Your Specialist Role

Overview: Business Support Centre Analyst job vacancy in Leicestershire recruiting now

Ref: 5e4d8ded-dd06-4cce-89d6-f554fe50278f
Employer: Fill Your Specialist Role
Location: Leicestershire, United Kingdom
Employment Type: Permanent

Job Details:

Our Client is looking to hire a Business Support Centre Analyst.


Be part of something greatThey are a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK they employ around 5,000 people across the country to deliver services that have a profound impact on people s lives. From assessments and health services to employability programmes and specialist support, they do work that matters with people who care.

Job Summary

The role holder will be a subject matter expert, acting as a single point of contact for all Quality, MI and Resource Planning requirements.

Quality & Compliance – To monitor and provide trend analysis for all Quality and Compliance processes in line with the standards of Government and Remploy contracts. To carry out all internal quality reporting and support the BSCCM in developing a continuous improvement process that will help in the overall growth agenda of the BSC. To carry out quarterly reviews and update all contract SOPs and BSC playbooks.

Planning & Service Delivery – Accurately input resource changes and produce Real Time reports on the BSC staffing levels. Execute the signed off resource plan and utilise the disaster recovery playbook when required to maximise efficiencies. Record all faults and impact within the BSC and report to the BSCCM.

MI – Create and manage a dedicated BSC MI suite that demonstrates performance and growth strategies across the BSC. Monitor KPIs to measure success for the centre in an ever changing business environment. Input and track all daily targets for BSC performance.

The role holder will be required to support in all three elements of the above functions when required.

Essential Job Duties

1. Process all feedback, admin and appeal enquires from various external customers.2. Act as subject matter expert and as an escalation point for resolving customer comments / concerns / complaints3. Responsible for providing and collating information, data entry by accurately processing and checking documentation, managing customer referrals by tracking and monitoring leads.4. Contribute to a continuous improvement culture by recommending procedural enhancements that will contribute to increased customer satisfaction and performance.5. To support the BSC Contracts Manager in administrating updates for all contracts held within the BSC when required.6. To understand guidance and frameworks for all contracts handled within the BSC.7. Able to document audit procedures and assess individuals performance against procedural requirements.8. Have the ability to identify training needs from audit reviews and scope accordingly.9. Produce and rollout training materials.

Education and Experience Requirements

1. The ability to work within a team with supervisory experience in supporting team colleagues2. High level of accuracy and attention to detail matched by excellent IT skills3. A passion for customers4. Excellent verbal and written communication skills5. An open, enthusiastic and positive approach6. Logical problem solver with attention to detail7. The ability to build rapport with customers quickly8. Good questioning and listening skills9. Flexibility to support the business10. Able to work efficiently in a pressurised environmentDesirable1. Knowledge of performance evaluation and customer service metrics2. Experience of identifying and delivering positive change and business efficiencies

EEO Statement

They are committed to developing, maintaining and supporting a culture of equality and diversity in employment in which their employees as well as candidates for employment are treated equitably. They understand that a diverse workforce adds to their competitive advantage; and as such, they aim to ensure that job applicants do not receive less favourable treatment on the grounds of sex, race, marital status, disability, age, part-time or fixed term contract status, sexual orientation or religion, or is disadvantaged by conditions or requirements that cannot be shown to be justifiable. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post.

Where reasonable, they will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.



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