Our vision at Sovereign Network Group is to have a positive and lasting impact on our customers lives by offering them safe high-quality homes and connected communities. We do this by shaping our services around our customer, ensuring we deliver right first time.

We have a fantastic opportunity to join our Customer Resource Planning Team as a Real Time Analyst. This is a full time fixed term role until the end of January 2027. Based out of our head office in Basingstoke you’ll combine home and office working to ensure a positive work / life balance.

Resource Planning is key to ensure our Customer Operations teams are equipped to deal with day to day Customer demands, as our Real Time Analyst, you’ll be responsible for intraday management of resources, ensuring the correct number of Customer Service Centre advisors are in the right place at the right time to answer forecasted volumes across multiple channels.


Key Responsibilities:
*Analyse daily performance and make recommendations to ensure KPI’s are met.
*Facilitate real-time discussions with relevant stakeholders in an understandable fashion.
*Support our operations team by providing direction, guidelines, and performance updates that help them hit service level goals.
*Scheduling all available, skilled resource to meet Customer Demand across multiple channels through the optimised planning of colleague shift patterns & activity.
*Using our Workforce management system to ensure all advisor offline time is booked in timely and with minimal impact to Customer wait times.
*Collaborate with stakeholders both within Customer Service Centre and the wider business to share knowledge, best practice, and accurate data.


The ideal candidate will have:
*Strong analytical and communication skills
*Excellent planning & organisational skills
*Experience in effective stakeholder management
*Ability to work effectively in a fast-paced environment
*Ability to propose creative solutions that drive continuous improvement

What you can expect from us:
We invest in our people, and you will be able to develop your skills and be part of something that makes a real difference to people’s lives. This role can give you the opportunity for a career within a successful and diverse organisation.
Some of our benefits include:
*25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
*Chance to buy or sell holiday as part of our flexible benefits package
*3 additional Wellbeing days and 2 paid volunteering days
*Generous matched pension scheme up to 12% and Life cover at 4x salary
*Enhanced maternity/adoption pay
*Enhanced paternity pay - 6 weeks full pay (after 26 weeks’ service)
*Options for private medical insurance, dental insurance and critical illness cover
*Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP services


It’s an exciting time to be joining Sovereign Network Group so if you’re looking for a new opportunity then we’d love to hear from you!