At a Glance
- Tasks: Manage real-time performance in our Customer Support Centre and ensure top-notch service delivery.
- Company: Join Boots, a leading health and beauty retailer with a supportive culture.
- Benefits: Enjoy competitive pay, generous discounts, flexible benefits, and career development opportunities.
- Other info: Flexible working options available, including part-time and job share.
- Why this job: Make a real impact on customer experience while growing your career in a dynamic environment.
- Qualifications: Experience in a contact centre, strong data skills, and excellent communication abilities.
The predicted salary is between 31500 - 38500 £ per year.
Contract: Full-Time, Permanent
Location: Nottingham (Support Office)
Closing date: 26/05/26
Recruitment Partner: Daniel White, Daniel.White1@boots.com
Are you ready to make a difference? Join us at Boots as a CX Performance Analyst in our Central Operations team based in Nottingham, Beeston. Here at Boots, we work every day to build a brilliant environment for our people, empowering them to make a positive impact on our customers and colleagues.
As a CX Operations Performance Analyst at Boots, you'll support real time performance across our Customer Support Centre, helping to meet our KPIs, productivity, and customer experience throughout the day. This is a fast paced operational role within our Contact Centre, reporting to the CX Operations Performance Manager and working closely with operational leaders and teams across the business.
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.
Where your brilliance can take you:
At Boots, we believe in your potential. You'll have opportunities for career development and progression, with the support of a team that champions your growth.
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.
There's lots more in our benefits and discounts, MyBoosts - there to give you that little lift in your everyday. Find out more at http://boots.jobs/rewards. Exclusions may apply; eligible roles only.
A bit about us:
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.
What's next?
If you apply, our team will be in touch to let you know the outcome of your application or to arrange next steps. Where a role is advertised as full-time, we are open to discussing part-time and job share options. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you be at your best. Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis. We hope to hear from you soon. Be brilliant with Boots.
cx Performance Analyst employer: Boots
Boots is an exceptional employer, offering a vibrant work culture in Glasgow where you can thrive as a Wellness Solutions Advisor. With comprehensive training and opportunities to complete a Healthcare Training Programme, you'll be empowered to grow your skills while making a meaningful impact on customers' health and wellness journeys. Join a supportive team that values your contributions and fosters personal and professional development.
StudySmarter Expert Advice🤫
We think this is how you could land cx Performance Analyst
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Boots. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Boots before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace cx Performance Analyst
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Boots:Your cover letter is your chance to shine! Tell us why you want to work at Boots specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Boots!
How to prepare for a job interview at Boots
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
