At a Glance
- Tasks: Transform data into actionable insights and influence performance in our Contact Centre team.
- Company: Join a supportive and inclusive company that values diverse perspectives.
- Benefits: Enjoy private medical insurance, 25 days leave, flexible hours, and extensive learning opportunities.
- Other info: Hybrid working model with a focus on career growth and a welcoming culture.
- Why this job: Make a real impact by turning complex data into compelling stories that drive business success.
- Qualifications: Experience in data analysis, strong reporting skills, and ability to engage with stakeholders.
The predicted salary is between 30000 - 40000 € per year.
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:
- Analyse and curate contact centre data to deliver clear, actionable insights.
- Track the full customer journey, from appointments booked through to conversion and commercial outcomes (ROI).
- Translate complex datasets into compelling narratives tailored to different audiences, from operational teams to senior stakeholders.
- Set up, manage and optimise outbound campaigns within the dialler system (RingCentral).
- Monitor campaign effectiveness and recommend improvements to maximise conversions.
- Ensure data integrity, campaign accuracy and effective deployment.
- Act as the subject matter expert for telephony data and systems.
- Lead the rollout and optimisation of RingCentral dashboards for Appointed Representatives (ARs).
- Drive improvements in data usage, reporting capability and performance outcomes.
- Champion best practice in data governance, accuracy and insight.
About You:
- You’re 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.
- 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, with the ability to link 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 roll outs/implementation.
Benefits include:
- 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, and 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.
- A supportive, inclusive culture with forums you're welcome to join from day 1.
At MAB, we value different experiences and perspectives which adds 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.
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. Please note we are unable to consider candidates requiring visa sponsorship at this moment in time.
Data Analyst (Contact Centre) employer: Mortgage Advice Bureau
At MAB, we pride ourselves on being an excellent employer, offering a supportive and inclusive culture that values diverse perspectives. With flexible hybrid working arrangements, comprehensive benefits including private medical insurance and generous annual leave, and a strong commitment to employee growth through tailored learning and development opportunities, we empower our Data Analysts to thrive and make a meaningful impact within our Contact Centre team. Join us to turn data into actionable insights and shape the future of our commercial operations in a dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land Data Analyst (Contact Centre)
✨Tip Number 1
Get to know the company inside out! Research their values, culture, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for interviews by practising common questions and scenarios related to data analysis. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your skills effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest can leave a lasting impression and keep you top of mind for the hiring team.
We think you need these skills to ace Data Analyst (Contact Centre)
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Data Analyst role. Highlight your experience with data analysis, reporting, and any relevant tools like RingCentral. We want to see how your skills align with what we’re looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to tell us your story! Share why you’re passionate about data and how you can make an impact in our Contact Centre team. Be sure to mention specific examples of how you've turned data into actionable insights.
Showcase Your Stakeholder Engagement Skills:We love candidates who can communicate effectively with different teams. In your application, give us examples of how you've worked with stakeholders to drive data-led decisions. This will show us you’re ready to hit the ground running!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our culture and values.
How to prepare for a job interview at Mortgage Advice Bureau
✨Know Your Data Inside Out
Before the interview, dive deep into the data analysis skills required for the role. Familiarise yourself with common metrics in contact centres, like conversion rates and ROI. Be ready to discuss how you've used data to drive decisions in past roles.
✨Craft Your Story
Prepare to translate complex datasets into compelling narratives. Think of examples where you’ve turned data into actionable insights. Practise explaining these stories in a way that resonates with both technical and non-technical audiences.
✨Engage with Stakeholders
Since this role involves working closely with various stakeholders, think about your past experiences in stakeholder engagement. Prepare examples that showcase your communication skills and how you’ve influenced decisions based on data.
✨Familiarise Yourself with RingCentral
If you have experience with dialler systems like RingCentral, brush up on it before the interview. If not, do some research on how such systems work and be prepared to discuss how you would optimise campaigns using these tools.
