Real Time Analyst Remote
Job description
Permanent
Full Time (34.5 hours, Monday-Sunday)
Salary Range: £23,000- £26,000
Location: Home based
Do you take pride in your organisational skills and have experience in contact centre coordination?
Do you want to help us deliver the best possible service to people affected by cancer?
Are you looking for an inclusive environment where you can let your skills shine?
If so, we would love to hear from you!
About the Role
Now more than ever, people affected by cancer are contacting our support line for advice, so to meet this need we are expanding our team!
The Macmillan Support Line is a busy service, operating 365 days a year, and includes 7 different teams working hard to provide support to those who need it. We receive thousands of calls a week, as well as webchat and emails, meaning that it is a demanding and high-pressure environment.
You'll work with our Support Line teams, delivering effective coordination, scheduling, and planning to ensure that they can deliver the best possible service to people affected by cancer. Working with our Team Leaders and Senior Nurses, you will monitor client contact in real time across various channels, review frontline adviser schedules, and identify any service anomalies. In addition, you will work with our planning team on scheduling, planning, and trends in service delivery.
Working on a helpline and across omni channels (including email, webchat, and online platforms) to support people is a fundamental part of this role. We understand that you may not have all the skills for this role, but we will provide a robust induction and invest in your training to equip you with all the skills you will need to support people affected by cancer. This will enable you to build on your existing skills, and you will gain valuable experience from working in a growing and exciting area.
About You
To do this role you will have:
- Experience coordinating in a busy contact centre, managing real-time performance
- A passion for problem-solving and decision-making
- A collaborative approach to coordination
- Experience using the Microsoft Office suite of applications, in particular Excel
- An understanding of the needs of people living with and affected by cancer (desirable, but not essential)
As this is a home-based role, you will need:
- A reliable broadband connection with upload and download speeds of at least 3mbps
- To comply with strict data protection rules you must have a private, confidential space to work from.
We will provide all IT equipment needed for the role.
There may be occasions where you will have the option to travel to one of our offices (London, Glasgow, or Shipley – West Yorkshire) for events, training, or meetings.
About Us
We help millions of people with cancer across the UK live life as fully as they can through physical, emotional and financial support. Our values are at the heart of who we are and everything we do, inspiring our thinking and guiding our actions. Together, we do whatever it takes for people living with cancer; with heart, with strength and with ambition.
We commit to actively developing you and offer benefits including private medical insurance, life assurance, pension, generous annual leave, and interest free loans for season ticket, gym membership and a vast range of discounts via our benefit platform which helps make our employees’ money go further.
We welcome applications from everyone who meet the criteria and strongly encourage individuals to apply who have a disability, impairment or health condition or individuals who identify as Black, Asian or from another minority ethnic background, as these groups are currently under-represented at Macmillan. Our Equity, Diversity and Inclusion Strategy here along with our internal employee representation body, ‘Our Voice’ and 8 Employee Network groups help us promote fairness and belonging, becoming an engaged and inclusive organisation for all our people.
We want to make our recruitment processes accessible to everyone, so if there is any way that we can support you to be the best you can be, including any adjustments to our recruitment processes, please contact the Macmillan People Services Team at [email protected].
Working Hours
You will work an average of 34.5 hours per week on a shift system basis. The service operates 365 days per year and hours will be worked between 07:30-20:15, Monday – Sunday, including some weekends and bank holidays.
Recruitment Process
The application deadline is March 22nd, 2023 at midnight. Please submit your application as soon as possible, as we reserve the right to change the closing date of our vacancies.
Successful candidates will then be invited to a virtual interview w/c April 3rd, 2023 via MS Teams.
The expected start date for this role is May 2023.
If you have any queries before applying, please contact Kay Donnelly ([email protected]) who will be happy to help you.
Any offers on this role are made subject to a criminal records disclosure check or equivalent.
In order to ensure fairness and consistency to select the best candidate for this role, all of our applications are anonymised up until an interview has been confirmed so that shortlisting is based solely upon the suitability of the candidate’s experience.
We aim to encourage a culture where people can be themselves and be valued for their strengths. We seek to attract and employ the best people from the widest talent pool, reflecting the diverse range of people we support.
