At a Glance
- 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 a strong retirement savings plan.
- Other info: Opportunities for career growth and a commitment to inclusivity.
- Why this job: Make a real impact on customer experience while developing your career.
- 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)
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.
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. Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case‑by‑case basis.
CX Performance Analyst in Nottingham employer: The Boots Company PLC
At Boots, we are dedicated to fostering a vibrant and inclusive work environment in our Nottingham Support Office, where you can truly make a difference as a CX Performance Analyst. With a strong focus on employee growth, we offer extensive career development opportunities, generous benefits including a robust retirement savings plan and flexible perks, and a supportive culture that values your contributions. Join us to be part of a team that empowers you to excel while positively impacting the customer experience.
StudySmarter Expert Advice🤫
We think this is how you could land CX Performance Analyst in Nottingham
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Boots on LinkedIn. A friendly chat can give you insider info about the company culture and the role, plus it might just get your foot in the door.
✨Tip Number 2
Prepare for the interview by practising common questions related to performance management and customer service. We recommend using the STAR method to structure your answers – it’ll help you showcase your skills effectively!
✨Tip Number 3
Show off your analytical skills during the interview! Be ready to discuss how you've used data to improve performance in past roles. Bring examples that highlight your attention to detail and problem-solving abilities.
✨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 the Boots team.
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 positive impact 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 skills align with our needs. Keep it concise but engaging – we love a good story!
Show Off Your Data Skills:Since this role involves working with numbers and data, don’t shy away from showcasing your analytical skills. Mention any tools or methods you’ve used to interpret live information and manage performance effectively.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and get you on the path to joining our fantastic team at Boots!
How to prepare for a job interview at The Boots Company PLC
✨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. Have a couple of scenarios ready where you successfully managed a busy period or resolved an urgent issue.
✨Communicate Clearly
Strong communication skills are a must-have for this position. Practice articulating your thoughts clearly and concisely. You might even want to do a mock interview with a friend to get comfortable explaining complex ideas simply.
✨Show Your Team Spirit
Boots values a team-focused approach, so be prepared to discuss how you've collaborated with others in previous roles. Share examples of how you supported your team during busy times or contributed to achieving collective goals.
