Senior Performance Analyst

Legal Ombudsman
£40020 - £43500/annum
13 Apr 2018
21 Apr 2018
Contract Type
Full Time
A great opportunity to join an organisation that helps resolve customer complaints and play an integral part in providing insight to our resources needs and performance.

In return we offer flexible working, opportunities for learning and development, career progression, a friendly, supportive and welcoming environment, all in a city centre location.

The role

Reporting to the Senior Ombudsman responsible for our Operations Hub, you will manage the strategic and tactical forecasting and capacity plans driving and embedding the full end to end business planning process across our casework.

You will be accountable for forecasting casework demand volumes, handling times, reviewing of historical trends, events and financial budget to predict future workload demand along with gross and net FTE requirements on a 12 month plus rolling week by week basis.

You will also track report and analyse daily/weekly performance, highlighting any variances to form discussion with executive team and directors regarding recruitment, financial and contingency plans. You will also provide support to the budget setting process and to inform the recruitment pipeline, whilst providing scenario modelling for any tactical and strategic changes within operations department. In addition the role will be expected to contribute to driving further business improvement that enhances both customer experience and cost to serve. You will also be required to assure data provided for both internal and external purposes.

What we are looking for

To apply for this role you must have at least 2 years’ experience in a support team forecasting and analytical management role, responsible for managing and developing forecasts. You must be able to demonstrate your ability to work independently to achieve targets and have a high standard of written and verbal communication skills.

Sitting in a new operational hub, this is a new role whose purpose is to provide insight and data to improve our operational management, resource allocation and performance.

Please submit an up to date CV and a supporting statement of no more than two pages detailing how you meet the criteria set out in the job description.

What’s in it for you?

In return for your hard work we offer:
•26 days annual leave (with opportunity to buy and sell up to four days)
•Flexi time
•Flexible working – including working from home after you have passed probation and subject to good performance
•Opportunities for learning and development
•Stakeholder pension scheme (LeO contributes up to 10%)
•Open and modern office environment in Birmingham city centre
•Employee Assistance Programme

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