Business Planning Analyst in Wakefield

The Customer Experience team is the first point of contact for Vico Homes customers to access a range of services, advice and support by phone, online across a range of channels and face-to-face. Our contact centre is based alongside our Head Office in Castleford and we have customer hubs in Pontefract and Wakefield.

Additional to delivering high levels of satisfaction in answering queries and dealing with day to day issues the team co-ordinates our out-of-hours activity, supports early resolution of complaints and promotes and provides digital support to our customers.

It is an exciting time for the Customer Experience team and the wider business with the continued development of new ways for our customers to access services and information and improving processes to deliver our strategies and plans. You will be involved in continuing to identify enhancements to ways of working and support the implementation of new systems and efficiencies.

What you’ll do

Support the Customer Experience team to deliver high quality services to customers, across a range of channels, though creation of management information and ongoing development of automated reports to ensure key performance indicators and targets plus any regulatory requirements are met.

This role will help turn customer insight, performance data and operational reporting into practical improvements that make our services easier to access and better to experience.

You will be responsible for performance reporting and continued development and enhancement of analysing this so we can ensure our resources are used to best effect. You will contribute to strategic planning and quality assurance processes alongside risk and service continuity planning, ensuring the development of these to meet Vico Homes objectives.

What we’re looking for

To join our Customer Experience team, we’re looking for someone with:

• a qualification at Level 4 of the Regulated Qualifications Framework;
• be customer focussed and committed to continuous improvement of service delivery;
• experience in developing and refining reporting systems such as Power BI, Salesforce, AWS, etc. to extract accurate and timely information for analysis;
• be able to prepare written and statistical reports in a variety of formats and present complex information in an appropriate form; and
• support Vico Homes’ vision and corporate objectives, contributing to the delivery of a customer experience to be proud of.

For more details on what we’re looking for in this role, please see the Job Description below.

For more information or an informal chat about the role or working for Vico Homes, please contact Rachel Willoughby, Head of Customer Experience on 03458507507.

Vico Homes is accredited by Investors in People, which means we recognise that our colleagues are our most valuable asset. As an employer we can offer you a great set of benefits which includes:

• 26 days holiday (rising to 31 after 5 years' service) and statutory bank holidays;
• an extra day off on your birthday;
• happy to talk flexible working, including options for reduced hours, compressed hours or other flexible working patterns;
• a wide range of personal development opportunities;
• a fantastic health and wellbeing package;
• access to Vico Homes Rewards for a fantastic range of lifestyle savings and salary sacrifice schemes including cycle to work, home electronics and our car benefit scheme;
• one day to take part in our Volunteering Scheme; and
• "cycle to work" scheme and discounted shopping platform.

We are an equal opportunities employer and welcome applications from all.