Title: Real Time Analyst
Contract Type: Permanent 
Location: West Ham Lane, Cray House, Stratford or Sale Point, Manchester.

Persona: Agile, Office based 20-40% per week and 3-4 days working from home                                                                    
Salary:  Dependent on experience and location £26,200 - £32,500 (London Weighted) £22,160 - £28,500 (Outside London)                                                        
Closing date for completed applications:16th July 2023
Interviews will be held on: To be confirmed 

Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated

This new opportunity will deliver on real time support for resource allocation & CSA activities in the Customer Service Centre. To help towards the department achieving targets, including being within SLA across all contact channels.

The role will work with the Resource Planning & MI Manager to prioritise demand and assign customer service advisor resource where it is needed, assessing requirements and taking proactive steps throughout the day to maintain targets. As well as providing insight on metrics such as adherence and contact peaks and falls, the role will also be required to provide recommendations for efficiencies and improvements.  

The successful applicant will be resilient, able to demonstrate excellent organisational skills and have the ability to work proactively in a fast-paced target driven environment. Proven track record & experience in a Real-time analyst role is desirable along with having excellent communication and influencing skills. The ability to quantify numerical data and translate to various stakeholders, and being a strong analytical & strategic thinker, is also essential.

If you are interested in this role and have the experience required, then apply without delay!

Salary & Benefits 

We offer a competitive annual salary and staff benefits package

·        Remote working

·        Strong family friendly policies  

·        Committed Learning & Development 

·        Annual leave starting from 26 days rising to 31 PLUS bank holidays

·        Excellent Pension Scheme – double contribution up to 6% 

·        Generous non-contributory life Assurance

·        An Employee Assistance Programme

·        Great places to work certified 2022 

·        Best Workplaces for Women – ranked 23 in the UK

If you are interested in this role and have the experience required, then apply without delay!

We are a multi-site organisation, so some roles may require occasional travel between offices, but expenses will be covered. 

At the foundation of everything that we do are our corporate values and associated behaviours. Our organisational behavioural framework outlines the core expectations of all employees, which should be demonstrated at all times when representing L&Q.   More information about L&Q’s values can be found on our website and a copy of our behavioural framework can be provided on request.

Our commitments:

At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them.  This is why we are committed to developing our people. It's only by investing in a well-trained and motivated workforce that we can continue to prosper and sustain business success.

In addition to our support and training, the successful candidate will have access to our full suite of benefits including 26 days holiday rising to 31 days with length of service, excellent Pension scheme, an employee assistance programme and non-contributory life assurance.

We are committed to supporting your work-life balance and recognise the changing demands and circumstances in life.  Please let us know during the recruitment process if you’re interested in part time working or job sharing.  In addition, should your circumstances change once you have joined L&Q, you can also request flexible working arrangements, e.g. a change to working hours - if it’s feasible then we’ll make it happen.

We are recognised externally for our commitment to inclusion.  We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace.

We expect all of our employees to support our environmental policy and social responsibility work. We are an employer committed to environmental and social responsibility.

L&Q is a regulated charitable housing association and one of the UK’s most successful independent social businesses. The L&Q Group houses around 250,000 people in more than 100,000 homes, primarily across London and the South East.

As a charitable organisation, our role goes beyond providing homes and housing services. We are a long-term partner in the neighbourhoods where we work. We hope to build aspiration, opportunity and confidence in our communities through our £250 million L&Q Foundation and our skills academy. 

Our vision is that everyone has a quality home they can afford, and we combine our social purpose with commercial drive to create homes and neighbourhoods everyone can be proud of.