Customer Planning Analyst

Overview

Analyze data, create KPI dashboards & optimize resource planning for customer operations.

Key Responsibilities

• stakeholder collaboration
• data analysis
• resource planning
• kpi dashboards
• impact analysis
• historical data

Tasks

You'll be responsible for maintaining the integrity of our historical data and will need to be able to interpret and analyse short and midterm trends; communicating these with stakeholders in data led discussions to influence value driven decision making. Resource Planning is key to ensure our Customer operations teams are equipped to deal with day to day Customer demands, as our Customer Planning Analyst, you'll support both front and back office teams with performance data and insights, creating and developing visually appealing and easy-to-understand KPI dashboards which improve workflow and efficiency. -Collaborate with stakeholders both within Customer Service Management Centre and the wider business to share knowledge, best practice, and accurate data. -Provide pro-active analysis that influence operational decisions, evaluate performance, identify areas of underperformance and suggesting improvement opportunities. -Alignment of all available, skilled resource to meet Customer Demand through the optimised planning of colleague shift patterns & activity to protect service. -Maintain historical data, reviewing and sharing short to midterm changes with relevant stakeholders as and when required. -Create and develop insightful KPI dashboards for both front and back office teams. -Complete robust impact analysis on all projects or changes highlighting the impacts to both overall performance and our customer's journey.

Requirements

• excel
• calabrio
• dashboards
• analytical
• stakeholder
• productivity

What You Bring

-Excellent analytical, planning & organisational skills -Experience in improving productivity performance -Experience creating and developing performance dashboards that have driven change or improvements in a team or organisation -The ability to engage effectively with and influence key stakeholders -Experience with using Excel. -Experience with Calabrio WFM or similar Workforce Management Planning Tool -Self-driven and highly motivated -Ability to propose creative solutions that drive continuous improvement

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Benefits

We invest in our people, and you will be able to develop your skills and be part of something that makes a real difference to people's lives. This role can give you the opportunity for a career within a successful and diverse organisation. -A range of wellbeing discounts including Gym Memberships -Life cover as soon as you join us -A chance to buy or sell holiday as part of our flexible benefits package -A generous pension scheme matching up to 12% -Flexible working -25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days) -You will be a part of our Recognition scheme where you can be gifted retail vouchers

About Sng (Sovereign Network Group)

-Born from a merger of two housing associations, Sovereign and Network Homes. -Today it manages homes and serves residents across London and southern England, crafting places where families thrive. -SNG plans homes over the coming decade with significant finance deals. -By early 2025 it reported strong financial health. -Its typical projects include building affordable homes, regenerating brownfield sites, retrofitting existing properties, and partnering on shared-ownership schemes. -SNG combines regional teams—covering local housing services—with central expertise in customer engagement, development, finance, and sustainability. -SNG maintains credit ratings across major agencies. -Its ‘Homes and Place Standard’ ensures new and existing homes meet high design, quality and net-zero readiness benchmarks.

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