Real Time Analyst in Swindon

We are looking to hire a Real Time Analyst on a permanent basis to support our Customer Services and Customer Operations functions. This role plays a key part in ensuring the effective delivery of support services across multiple channels, working closely with both in-house teams and outsourced partners.

The successful candidate will be responsible for ensuring colleagues are working to plan and are scheduled in line with customer demand, working time regulations, and Nationwide principles. You will be accountable for managing performance on the day, as well as maintaining a forward-looking view of up to two weeks, identifying risks and opportunities to optimise service delivery. A key aspect of the role involves adapting plans in real time, factoring in on-the-day absences and fluctuations in demand to maintain operational efficiency. You will also ensure that schedules incorporate appropriate time for development, coaching, and team engagement, supporting both performance and colleague wellbeing.

In addition, you will provide timely and accurate insight into operational performance throughout the day, using emerging trends to shape projections and inform stakeholders of the outlook for the remainder of the day. This is a fast-paced and dynamic role that requires strong analytical skills, attention to detail, and the ability to make informed decisions quickly to ensure the best possible customer and business outcomes.

At Nationwide, we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK-wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.

Responsibilities:

• Engages effectively with stakeholders to build and maintain strong working relationships, while actively participating in improvement initiatives that support the ongoing development of business decisions.
• Supports the team in maintaining performance through real-time monitoring of contacts and workload, ensuring customer expectations and performance metrics are consistently met.
• Experienced in planning and managing resources to align with business needs and customer demand, while ensuring colleague scheduling balances both operational requirements and employee wellbeing.
• Ensures resource plans are optimised on a daily and intraday basis, including reforecasting where necessary to maximise efficiency.
• Provides real-time and intraday reporting alongside actionable recommendations to the operational management team and coordinates the scheduling of all offline activities such as coaching sessions, 1:1s, and team meetings.
• Responsible for approving holiday and time-off requests and delivers a clear day-ahead outlook in daily performance meetings, ensuring the agreed approach is effectively cascaded to the wider team.

About you:

• Advanced ability to analyse data and identify trends; highly proficient in MS Excel.
• Experience working towards KPIs and service level objectives, with a strong understanding of how they align.
• Strong verbal and written communication skills to deliver updates and insights that inform business decisions.
• Able to think quickly, make decisions, and execute effectively.
• Familiar with workforce management methodologies, related software, and data analysis tools.
• Excellent time management with the ability to prioritise tasks effectively.
• Experience using WFM Tools – NICE WFM or anything similar.

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:

• Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind.
• Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand.
• Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development.
• Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes.

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.

The extras you’ll get:

• 25 days holiday, pro rata.
• Access to private medical insurance.
• A highly competitive pension to help you build a strong foundation for retirement.
• Access to an annual performance-related bonus.
• Training and development to help you progress your career.
• A great selection of additional benefits through our salary sacrifice scheme.
• Life assurance to provide peace of mind for you and your loved ones in the event of your death.
• Wellhub – access to a range of free and paid options for health and wellness.
• Up to 2 days of paid volunteering a year.

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us. We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.