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For Companies At a Glance
- Tasks: Optimise customer contact systems and enhance user experience through data analysis.
- Company: Join Bluecrest, a forward-thinking company focused on customer experience.
- Benefits: Enjoy competitive salary, generous leave, and extensive learning opportunities.
- Why this job: Make a real impact on customer satisfaction while developing your analytical skills.
- Qualifications: Experience in data analysis and a passion for improving customer interactions.
- Other info: Hybrid working model with great career growth potential.
The predicted salary is between 28600 - 37700 £ per year.
Worthing, West Sussex – Hybrid
Full time, Permanent
£31,646 per year plus various company benefits
You will play a critical role in the optimisation and continuous improvement of Bluecrest's CCaaS Platform and associated customer experience technologies. Working closely with the Configuration Owner, the post holder ensures that all customer contact systems, including voice, live chat, email, WhatsApp, social, dialler, and review platforms are operating efficiently, reliably, and in full compliance with regulatory and business standards. You will monitor and analyse live performance, identify resource, system or process issues, and implement configuration or workflow changes to ensure the best possible experience for our customers and the most efficient use of our resources. This role bridges operational insight with technical delivery, acting as a day‑to‑day owner for CCaaS performance, dialler activity, and interaction analytics across all departments.
What can we offer you in return?
- Annual Leave - Starting with 23 days, increasing to 25 after one year, and rising by one day each year up to 28 days (dependant on contracted hours)
- Company Sick Pay Scheme
- Enhanced Family Leave
- Learning & Development
- Apprenticeship Schemes
- Career Development Opportunities
- Bluecrest Academy for Aspiring Managers
- Leadership Development Programme
- 24/7 Learning Library – accessible for everyone!
- Salary exchange pension
- Employee Charity Sponsorship Scheme
- Retail and Leisure Discounts
- Home Office Allowance
- Sophos @Home Protection
- Employee Assistance Programme
- Discounted Gym Membership
- Cycle to Work Scheme
- Four Free Health Assessments per year for yourself, family or friends
- 50% Off Additional Health Tests
- Life Insurance
Responsibilities
System Monitoring and Real-Time Management
- Maintain real-time oversight of all CCaaS modules and customer channels (voice, chat, email, social, WhatsApp, review sites) ensuring service levels are met and maintained.
- Monitor user performance, queue performance, adherence, occupancy, and routing accuracy, escalating performance risks and service deviations promptly.
- Apply short‑term resource adjustments, skill changes, and routing reconfiguration to stabilise performance in real time.
- Oversee dialler campaign setup, pacing ratios, contact strategy, data loads, and compliance against all Regulatory requirements.
- Maintain service dashboards and reporting for operations, ensuring visibility of volumes, adherence, and SLA performance.
- Act as the first line of support for NICE CXone system incidents, troubleshooting faults, and coordinating resolution via Jira tickets and vendor escalation where required.
Workflow & Configuration Support
- Support the Configuration Owner in maintaining and improving CCaaS configuration, including IVRs, skills, routing logic, and automation flows.
- Manage and prioritise all CXone‑related Jira tickets, ensuring timely updates, accurate categorisation (faults, change requests, enhancements), and clear communication with requestors.
- Perform daily system checks and coordinate fixes or escalations with internal or vendor support team.
- Execute approved configuration changes and test outcomes before release into Configuration.
- Support the integration and maintenance of IVR, WFM, AI functionality, Knowledge base, and Interaction Analytics features, ensuring alignment with operational workflows.
- Participate in UAT, version upgrades, and system testing for new releases and enhancements.
Analytics & Insight
- Utilise Interaction Analytics (IA) to identify emerging trends, call drivers, sentiment, and repeat contact causes.
- Provide end‑of‑day and ad hoc performance summaries with clear commentary and data‑driven recommendations.
- Support the Transformation Lead and Configuration Owner in developing data models and reports for management dashboards.
- Identify opportunities for automation, self‑service, or deflection based on IA and operational data.
Continuous Improvement & Governance
- Recommend and implement system or process changes that reduce handling time, improve customer satisfaction, or increase occupancy.
- Ensure dialler and outbound campaigns meet all regulatory requirements, as well as Bluecrest internal policies.
- Maintain accurate documentation and audit trails of configuration and campaign changes.
- Contribute to the design and delivery of operational training where changes impact front‑line teams.
- Maintain awareness of emerging CCaaS functionality, automation tools, and AI capabilities to support future innovation.
This list of duties is not exhaustive, and the post holder may be required to undertake other reasonable duties comparable with the role as directed by management.
Contact Centre Systems and Data Analyst in Worthing employer: Bluecrest Health Screening Limited
Contact Detail:
Bluecrest Health Screening Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Systems and Data Analyst in Worthing
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their CCaaS platform and think about how your skills can help optimise their systems. Show them you’re not just another candidate!
✨Tip Number 3
Practice your responses to common interview questions, especially those related to data analysis and customer experience. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make them impactful.
✨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 are proactive and engaged with our brand.
We think you need these skills to ace Contact Centre Systems and Data Analyst in Worthing
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Contact Centre Systems and Data Analyst role. Highlight relevant experience with CCaaS platforms, data analysis, and any customer service technologies you've worked with. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about optimising customer experiences and how your background makes you a great fit for our team. Keep it engaging and personal – we love to see your personality come through!
Showcase Your Analytical Skills: Since this role involves a lot of data analysis, be sure to showcase your analytical skills in your application. Mention specific tools or methodologies you've used to monitor performance or improve processes. We’re keen on candidates who can turn data into actionable insights!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details about the role and our company culture there!
How to prepare for a job interview at Bluecrest Health Screening Limited
✨Know Your CCaaS Inside Out
Make sure you understand the CCaaS platform and its functionalities. Familiarise yourself with how voice, chat, email, and social channels operate within the system. Being able to discuss specific features and their impact on customer experience will show your genuine interest and expertise.
✨Showcase Your Analytical Skills
Prepare to discuss how you've used data analytics in previous roles. Bring examples of how you've identified trends or issues through performance monitoring and what actions you took to improve outcomes. This will demonstrate your ability to bridge operational insight with technical delivery.
✨Be Ready for Real-Time Scenarios
Expect situational questions that test your problem-solving skills in real-time management. Think about how you would handle a sudden drop in service levels or a system incident. Practising these scenarios can help you articulate your thought process clearly during the interview.
✨Highlight Continuous Improvement Initiatives
Discuss any past experiences where you recommended or implemented changes that led to improved efficiency or customer satisfaction. This aligns perfectly with the role's focus on continuous improvement and governance, showing that you're proactive and results-driven.
