Data Analyst (Contact Centre)

Permanent, Full-time (37.5 hours, Monday–Friday) Hybrid working – 3 days in the office, 2 from home.

The role involves being a commercially astute Analyst in the Contact Centre team, turning data into insight and action. This high-impact role requires acting as the go-to expert for contact centre data, reporting, and performance. Responsibilities include:

• Analysing and curating contact centre data to deliver clear, actionable insights.
• Tracking the full customer journey, from appointments booked through to conversion and commercial outcomes (ROI).
• Translating complex datasets into compelling narratives tailored to different audiences.
• Setting up, managing, and optimising outbound campaigns within the dialler system (RingCentral).
• Monitoring campaign effectiveness and recommending improvements to maximise conversions.
• Ensuring data integrity, campaign accuracy, and effective deployment.
• Acting as the subject matter expert for telephony data and systems.
• Leading the rollout and optimisation of RingCentral dashboards for Appointed Representatives (ARs).
• Driving improvements in data usage, reporting capability, and performance outcomes.
• Championing best practice in data governance, accuracy, and insight.

About You: You are naturally curious, commercially minded, and confident working with stakeholders at all levels. You enjoy telling the story behind the data and influencing what happens next. Required experience includes:

• Experience in Data and/or MI Analysis, or similar roles.
• Strong reporting and data analysis capability, ideally within a contact centre or sales environment.
• Proven ability to translate data into insight and business recommendations.
• Experience working with large datasets with high attention to detail.
• Strong stakeholder engagement and communication skills.
• Commercial awareness, linking data to business outcomes and ROI.
• Experience with dialler/telephony systems (e.g. RingCentral).
• Exposure to outbound sales or appointment-setting environments.
• Familiarity with AI or speech analytics tools in contact centres.
• Experience supporting dashboards and performance reporting rollouts/implementation.

Recruitment Process: 1st stage: Introductory call with our Group TA Manager; 2nd stage: In-person interview with our Leadership team hiring the role.

What’s In It For You? Private Medical Insurance (Vitality), 25 days annual leave (increasing to 28 with service) plus your birthday off, matched pension contribution (L&G), share save scheme (Equinity), retail discounts, free entertainment tickets, plus much more. Flexible working hours with hybrid working for Head Office roles (as agreed with your line manager). A wide range of Learning & Development offers, from 121 coaching to qualification support, helping you to grow and thrive in your career. A supportive, inclusive culture with forums you're welcome to join from day 1.

Everyone is Welcome: At MAB, we value different experiences and perspectives which add diversity and value to our culture. As an equal opportunities employer, we are committed to creating an environment where everyone feels welcomed, included, and heard for who they are. We aspire to have a diverse and inclusive workplace and strongly encourage applicants from a wide range of backgrounds to apply and join us.

We are committed to reducing barriers in every stage of our recruitment process so everyone feels they can bring their best self when applying for new opportunities at MAB. If you’d like to hear how we can support you by adjusting our process, from application to interview and onboarding, please contact careers@mab.org.uk.

Use of AI: We recognise that AI tools can be a helpful way to articulate your qualities, skills, and experience when applying for roles. It’s important to us, however, that we see the real you throughout the recruitment process. We hire real people, not polished personas! We simply ask that you consider carefully how and where you use AI during your application, so we can hear your own thoughts and meet your authentic self.

Please note we are unable to consider candidates requiring visa sponsorship at this moment in time. We won’t be accepting speculative CVs from recruitment agencies, with a full PSL in place.