At a Glance
- Tasks: Manage real-time performance in our Customer Support Centre to enhance customer experience.
- Company: Join Boots, a leading health and beauty retailer with a supportive culture.
- Benefits: Enjoy generous discounts, retirement savings, and flexible benefits tailored for you.
- Other info: Flexible working hours with opportunities for career growth in a dynamic environment.
- Why this job: Make a real impact on customer satisfaction while developing your career in performance operations.
- Qualifications: Experience in a contact centre and strong data interpretation skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
Contract: Full-Time, Permanent
Location: Nottingham (Support Office)
Join us as a CX Performance Analyst in our Central Operations team at Boots, based in Nottingham, Beeston. This role focuses on real‑time performance across our Customer Support Centre to support KPIs, productivity, and customer experience.
What you'll be doing:
- Deliver day‑to‑day real‑time performance management, monitoring live volumes, queues, service levels, and productivity across all channels.
- Take intraday action in line with agreed plans to respond to changes in demand, absence, and workload.
- Ensure resources are deployed effectively to maintain service and productivity.
- Provide clear, timely updates to Team Leaders and Operations Managers throughout the day.
- Act as a key point of contact for real‑time operational queries during your shift.
- Capture intraday issues, patterns, and exceptions.
- Feed insight into the Performance Manager to support future planning and performance improvements.
What you'll need to have (our must‑haves):
- Experience working in a contact centre or live operational environment.
- Strong attention to detail and confidence working with numbers and data.
- Ability to interpret live information and follow agreed plans accurately.
- Clear and confident communication skills.
- Ability to remain calm, focused, and organised in fast‑paced situations.
- Strong time management and prioritisation skills.
- A proactive, reliable, and team‑focused approach.
- Flexibility to support operational delivery, including working 1 weekend in 5 as part of a rota.
It would be great if you also have:
- Exposure to real‑time performance, workforce, or scheduling activities.
- Experience supporting intraday service delivery or operational coordination.
- Familiarity with service level or productivity measures.
- An interest in developing a career in performance or workforce operations.
- Experience working across multiple channels in a customer‑service environment.
Rewards designed for you:
- Boots Retirement Savings Plan (up to 12% company contribution).
- Generous employee discounts for you and a family member.
- Enhanced maternity/paternity/adoption leave pay.
- Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.
- Flexible benefits scheme including options for additional holiday, discounted gym membership, life assurance, and much more.
Equal Opportunity and Legal Statements:
At Boots, we're proud to be an equal opportunity employer, creating a place where everyone feels welcome, supported, and free to be themselves. We believe that when our people feel valued and included, they thrive, so we're committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time. Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case‑by‑case basis.
cx Performance Analyst employer: Boots
Boots is an exceptional employer, offering a supportive and inclusive work culture in Nottingham that prioritises employee well-being and growth. As a CX Performance Analyst, you will benefit from generous employee discounts, a robust retirement savings plan, and access to comprehensive support services, all while contributing to a team dedicated to enhancing customer experience. With opportunities for career development in performance and workforce operations, Boots fosters an environment where your contributions are valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land cx Performance Analyst
✨Tip Number 1
Get to know the company! Research Boots and their customer support values. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills. Since this role requires clear and confident communication, try role-playing common interview questions with a friend or family member to boost your confidence.
✨Tip Number 3
Show off your data skills! Be ready to discuss how you've used numbers and data in past roles. Bring examples of how you've managed performance metrics or improved productivity in a fast-paced environment.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join the Boots team right from the start.
We think you need these skills to ace cx Performance Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the CX Performance Analyst role. Highlight your experience in contact centres and any relevant skills that match the job description. We want to see how you can bring value to our team!
Show Off Your Numbers Skills:Since this role involves working with data, don’t shy away from showcasing your analytical skills. Include examples of how you've used data to improve performance or productivity in previous roles. We love a good number cruncher!
Communicate Clearly:Your written application should reflect your clear and confident communication skills. Use straightforward language and make sure your points are easy to understand. Remember, we’re looking for someone who can keep everyone in the loop!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Let’s get your journey started!
How to prepare for a job interview at Boots
✨Know Your Numbers
As a CX Performance Analyst, you'll be working with data and KPIs daily. Brush up on your numerical skills and be ready to discuss how you've used data to drive performance in previous roles. This will show your confidence and attention to detail.
✨Stay Calm Under Pressure
The role involves real-time performance management, so expect questions about how you handle fast-paced situations. Prepare examples of times when you remained calm and organised during busy periods, highlighting your time management skills.
✨Communicate Clearly
Strong communication is key in this role. Practice articulating your thoughts clearly and confidently. You might be asked to explain complex data insights, so think about how you can simplify your explanations for different audiences.
✨Show Your Team Spirit
Being team-focused is essential for this position. Be ready to share examples of how you've collaborated with others in a contact centre or operational environment. Highlight your proactive approach and flexibility in supporting your team’s goals.
