At a Glance
- Tasks: Transform data into actionable insights and influence performance in a dynamic contact centre environment.
- Company: Join a forward-thinking company that values diversity and innovation.
- Benefits: Enjoy competitive salary, private medical insurance, flexible working, and generous annual leave.
- Other info: Be part of an inclusive culture that supports your growth and development.
- Why this job: Make a real impact by shaping data-driven decisions and driving business success.
- Qualifications: Experience in data analysis with strong communication and stakeholder engagement skills.
Permanent, Full-time (37.5 hours, Monday–Friday) Hybrid working – 3 days in the office, 2 from home.
Department: Customer Acquisition
Up to £45,000 depending on experience, plus benefits.
The role:
We’re looking for a commercially astute Analyst to join our Contact Centre team, where you’ll turn data into insight, and insight into action. This is a high-impact role where you’ll act as the go-to expert for contact centre data, reporting and performance. From campaign performance through to board-level reporting, you’ll bring clarity to the numbers, supporting the Head of Contact Centre to tell the story behind conversions, appointments and ultimately ROI.
You’ll work closely with stakeholders across the business, as well as our Appointed Representative (AR) businesses within our network, enabling data-led decision making at every level, from agent conversations through to strategic outcomes. If you enjoy translating complex data into meaningful insight, influencing performance, and shaping how a commercial function operates, this role offers plenty of opportunity to make your mark.
What you’ll be doing:
- 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.
Essential skills & experience:
- 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.
Desirable:
- 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.
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, using your voice to make MAB an even better place to work.
Everyone is Welcome:
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.
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 us.
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.
Data Analyst (Contact Centre) in Derby 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 competitive benefits such as private medical insurance, generous annual leave, and flexible hybrid working arrangements, we empower our employees to thrive both personally and professionally. Our commitment to learning and development ensures that you will have ample opportunities for growth, making this a rewarding place to advance your career as a Data Analyst in our dynamic Contact Centre team.
StudySmarter Expert Advice🤫
We think this is how you could land Data Analyst (Contact Centre) in Derby
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or through mutual connections. Ask them about their experiences and any tips they might have for landing the job.
✨Tip Number 2
Prepare for your interviews by practising common data analysis questions. Think about how you can showcase your ability to turn complex data into actionable insights, just like the role requires.
✨Tip Number 3
Show off your skills with a portfolio! If you’ve worked on relevant projects, create a presentation or a case study that highlights your data analysis capabilities and how they’ve driven business outcomes.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Data Analyst (Contact Centre) in Derby
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in data analysis, especially within a contact centre or sales environment. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant achievements!
Show Your Storytelling Skills:Since this role is all about turning data into insight, give us examples of how you've translated complex datasets into compelling narratives. We love seeing how you can communicate insights to different audiences, so share those experiences!
Highlight Stakeholder Engagement:We’re looking for someone who can confidently engage with stakeholders at all levels. In your application, mention any experiences where you’ve influenced decisions or improved processes through your data insights. This will show us you’re the right fit for our team!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at Mortgage Advice Bureau
✨Know Your Data Inside Out
Before the interview, dive deep into your past experiences with data analysis. Be ready to discuss specific projects where you turned complex datasets into actionable insights, especially in a contact centre or sales environment. This will show your potential employer that you can hit the ground running.
✨Tailor Your Stories
Prepare to share examples that highlight your ability to translate data into compelling narratives. Think about how you've influenced decisions based on your findings and be ready to adapt your stories for different audiences, from operational teams to senior stakeholders.
✨Brush Up on Dialler Systems
If you have experience with dialler systems like RingCentral, make sure to mention it! If not, do a bit of research to understand how these systems work and their impact on campaign performance. Showing that you're proactive about learning can really impress the interviewers.
✨Engage with Stakeholders
Demonstrate your strong stakeholder engagement skills by preparing questions that show your interest in collaboration. Ask about how the team currently uses data to drive decisions and what challenges they face. This not only shows your curiosity but also your readiness to contribute to their success.
