At a Glance
- Tasks: Transform live data into actionable insights for our contact centre operations.
- Company: Join Careline365, a leader in innovative care solutions.
- Benefits: Enjoy 175 hours of holiday, private medical insurance, and discounts on shopping.
- Other info: Hybrid role with excellent career growth opportunities and a supportive team culture.
- Why this job: Make impactful decisions in a fast-paced environment while developing your analytical skills.
- Qualifications: 3+ years in analysis with strong Excel, SQL, and BI tool experience.
The predicted salary is between 45000 - 45000 € per year.
Help turn live operational data into confident, fast decisions. This hands‑on analyst role sits at the heart of Careline365’s contact centre, partnering with leaders to spot what’s happening now and act on it.
Role Details
- Hours: 37.5 hours per week
- Shift pattern: Monday to Friday 09:00‑17:30
- Salary: from £45,000
- Location: Hybrid Norwich
- Start Date: May / June 2026
Please note that this role is subject to pre‑employment screening, including basic DBS checks and two years of referencing. All screening must be completed prior to your start date, which may result in the start date being adjusted if required. This role is a UK based role and any hybrid/remote work must also be within the UK. For this role, you need 5mpbs upload and 15mpbs download internet speed.
Perks
- 175 hours holiday pa plus bank holidays
- Private medical Insurance - Individual Cover
- Discounts on groceries, shopping, holidays, and restaurants
- 24/7 employee assistance programme
- Family and friends’ discounts on our services & products
- Pension Scheme, up to 3% Company matched
- Free on‑site parking
About You
We’re looking for a commercially minded analyst who combines strong technical capability with the confidence to turn data into meaningful business decisions. You’ll bring experience working in fast‑paced, data‑led environments and feel comfortable influencing stakeholders across functions.
Requirements
- 3+ years’ experience in a commercial, financial or business analysis role within a D2C, e‑commerce or subscription‑based business.
- A bachelor’s degree in a relevant discipline such as Business, Economics, Mathematics or Analytics.
- Strong hands‑on experience with pricing, reporting and financial modelling, including advanced Excel skills.
- Practical knowledge of SQL and BI tools such as Looker, Power BI or similar.
- Ability to interpret and use Tableau dashboards to support day‑to‑day decision making.
- Solid understanding of commercial metrics including pricing strategy, CAC, LTV, churn, and revenue forecasting.
- Clear communication skills for non‑technical audiences.
Ideally You Will Bring
- Experience in healthcare, telecare, senior living or other regulated service environments.
- Familiarity with subscription management platforms, particularly Microsoft Subscriptions.
- Exposure to digital performance marketing analytics and contact centre reporting.
- Experience building Tableau dashboards or supporting ELT / board reporting.
The Role
The Operational Analyst will play a key role in driving day‑to‑day performance across Careline365’s contact centre and marketing activity. Embedded within Operations, this role partners closely with operational leaders to turn live data into clear, actionable insight. Through building and owning trusted Tableau dashboards and analysing performance at both strategic and granular levels, the analyst will help teams respond quickly to change, identify risks and opportunities early, and continuously optimise operational outcomes.
Main Responsibilities
- Operational Performance Insight & Decision Support: Act as the primary analytical partner to Operations and Marketing. Continuously monitor key performance indicators including contact rate, conversion rate, and agent productivity. Translate insight into clear, practical conclusions for operational leaders.
- Trial, Optimisation & Change Analysis: Support an intensive trial and optimisation environment for new initiatives. Track operational and commercial levers and their downstream impact on performance. Rapidly assess trial performance and provide evidence‑based recommendations.
- Reporting, Dashboards & Analytical Tooling: Design, build and maintain high quality operational reporting and dashboards in Tableau. Ensure reporting is accurate, timely, trusted and genuinely usable. Work in alignment with the wider Data & BI team to ensure consistency.
- Dialler, Funnel & Agent Level Analysis: Provide detailed analysis of dialler performance and contact strategy. Analyse performance by day, agent, team, department, campaign and source. Highlight where operational interventions or coaching will have the greatest impact.
We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.
Operational Analyst- Contact Centre in Norwich employer: Appello
Careline365 is an exceptional employer that values its employees by offering a supportive work culture and numerous benefits, including private medical insurance, generous holiday allowance, and discounts on various services. Located in Norwich, this hybrid role provides opportunities for professional growth within a dynamic contact centre environment, where analysts can make impactful decisions and contribute to the company's success while enjoying a balanced work-life integration.
StudySmarter Expert Advice🤫
We think this is how you could land Operational Analyst- Contact Centre in Norwich
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those already working at Careline365. A friendly chat can give you insider info and maybe even a referral, which is always a bonus!
✨Tip Number 2
Prepare for the interview by knowing your stuff! Brush up on your operational metrics and be ready to discuss how you've used data to drive decisions in past roles. Show us you can turn numbers into action!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online resources to get comfortable with common questions. The more you practice, the more confident you'll feel when it’s time to shine.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to connect directly with us.
We think you need these skills to ace Operational Analyst- Contact Centre in Norwich
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Operational Analyst role. Highlight your experience in data analysis, especially in fast-paced environments, and showcase your technical skills with tools like SQL and Tableau.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Mention specific examples of how you've turned data into actionable insights in previous roles.
Showcase Your Communication Skills:Since you'll be working with non-technical audiences, it's crucial to demonstrate your ability to communicate complex data clearly. Include examples in your application that show how you've done this in the past.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at Appello
✨Know Your Numbers
As an Operational Analyst, you'll be dealing with a lot of data. Brush up on key metrics like CAC, LTV, and churn rates. Be ready to discuss how you've used these metrics in past roles to drive decisions.
✨Showcase Your Technical Skills
Make sure you highlight your experience with SQL, Tableau, and Excel during the interview. Prepare examples of how you've built dashboards or performed financial modelling to support business decisions.
✨Communicate Clearly
You’ll need to explain complex data insights to non-technical stakeholders. Practice simplifying your explanations and using relatable examples to demonstrate your analytical findings.
✨Be Ready for Scenario Questions
Expect questions that ask how you would handle specific operational challenges. Think about past experiences where you had to analyse data quickly and make recommendations, and be prepared to share those stories.
