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- Tasks: Monitor and manage real-time performance in our Customer Support Centre.
- Company: Join Boots, a leading health and beauty retailer with a supportive culture.
- Benefits: Generous discounts, flexible benefits, and career development opportunities.
- Other info: Dynamic role with opportunities for growth and a supportive team environment.
- Why this job: Make a real impact on customer experience while developing your skills.
- Qualifications: Experience in a contact centre and strong data interpretation skills.
The predicted salary is between 30000 - 40000 £ 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 in Nottingham employer: Boots
Contact Detail:
Boots Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CX Performance Analyst in Nottingham
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Boots and their values. This will help you tailor your answers and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions related to performance analysis and customer service. This will help you feel more confident and articulate during the actual interview.
✨Tip Number 3
Show off your skills! Be ready to discuss specific examples from your past experience that demonstrate your ability to manage real-time performance and handle fast-paced situations effectively.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that can set you apart from other candidates.
We think you need these skills to ace CX Performance Analyst in Nottingham
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 make a difference at Boots!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background aligns with our needs. Let us know what excites you about working at Boots.
Showcase Your Data Skills: Since this role involves working with numbers and data, be sure to mention any relevant experience you have. Whether it's interpreting live information or managing performance metrics, we want to see your analytical side!
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and keep track of it. Plus, it shows you're keen on joining our team at Boots!
How to prepare for a job interview at Boots
✨Know Your Numbers
As a CX Performance Analyst, you'll be working with data and performance metrics. Brush up on your numerical skills and be ready to discuss how you've used data in past roles. Think about specific examples where your attention to detail made a difference.
✨Stay Calm Under Pressure
This role is all about managing real-time performance in a fast-paced environment. Prepare for situational questions that assess how you handle stress. Share experiences where you remained focused and organised during busy periods.
✨Communicate Clearly
Strong communication skills are a must-have for this position. Practice articulating your thoughts clearly and confidently. You might even want to do a mock interview with a friend to refine your delivery and ensure you can convey complex information simply.
✨Show Your Team Spirit
Boots values a proactive and team-focused approach. Be ready to discuss how you've collaborated with others in previous roles. Highlight any experiences where you supported your team or contributed to a positive work environment.