Customer experience analyst Work, Jobs in Newcastle Upon Tyne, Eng (with Salaries)

Senior Resource Planning Manager
Everflow —Peterlee
- £53,000 - £65,000 a year
- Full-time
- Hybrid work
- Analysis skills
- APIs
- AI
- Free parking
- Annual leave
7d
Senior User Researcher
Version 1 —Newcastle upon Tyne
- Full-time
- Hybrid work
- Mentoring
- Agile
- Employee assistance programme
- Employee discount
Quick apply
Head of Enterprise Performance
Department for Environment, Food and Rural Affairs —Newcastle upon Tyne
- £73,165 - £81,535 a year
- Full-time
- Presentation skills
- Leadership
- Communication skills
7d
Senior Scientific Officer: Ecosystem Assessment Research Project Officer
Department for Environment, Food and Rural Affairs —Newcastle upon Tyne
- £42,665 - £50,495 a year
- Part-time
- Doctoral degree
- Presentation skills
Business Admin Apprentice
Skills 4 Group —Cramlington
- £12,480 a year
- CRM software
- Microsoft Office
- Data entry
5d
Data Engineer (Level II) - BI Developer
Department for Work and Pensions —Newcastle upon Tyne
- £44,447 - £54,813 a year
- Overtime
- Hybrid work
- Analysis skills
- Presentation skills
- Mentoring
- Annual leave
- Employee assistance programme
7d
IT Security Apprentice
QA Apprenticeships —Houghton le Spring
- £20,000 a year
- Full-time
- Computer literacy
- Writing skills
- Bachelor's degree
- Employee discount
4d
Test Engineer
Sage —Newcastle upon Tyne
- Hybrid work
- Continuous improvement
- APIs
- Communication skills
- Annual leave
Lead Global Analysis Engineer
Baker Hughes —Newcastle upon Tyne
- Full-time
- Engineering
- Master's degree
- Bachelor's degree
- Flexible schedule
Professional Services Engineer
Elevate Technology Group —Cramlington
- £30,000 - £35,000 a year
- Communication skills
- Gym membership
Senior Service Designer
Version 1 —Newcastle upon Tyne
- Full-time
- Hybrid work
- Communication skills
- Employee assistance programme
- Employee discount
Quick apply
UK Chief Plant Health Officer and Deputy Director Plant and Bee Health, Plant Varieties and Seeds
Department for Environment, Food and Rural Affairs —Newcastle upon Tyne
- £86,000 a year
- Full-time
- Presentation skills
- Leadership
- Communication skills
Senior Test Automation Engineer
Version 1 —Newcastle upon Tyne
- Full-time
- Hybrid work
- Java
- Communication skills
- Employee assistance programme
- Employee discount
Quick apply
Commercial Performance Senior Manager
LeoVegas Mobile Gaming Group —Newcastle upon Tyne
- Full-time
- Hybrid work
- Mentoring
- Leadership
- Resort
- Annual leave
Quick apply
Senior Data Engineer
Department for Environment, Food and Rural Affairs —Newcastle upon Tyne
- £42,665 - £50,495 a year
- Part-time
- Presentation skills
- Organisational skills
- Annual leave
- Sick pay
5d
Senior Automation Test Engineer
Version 1 —Newcastle upon Tyne
- Full-time
- Hybrid work
- Java
- Employee assistance programme
- Employee discount
Quick apply
Senior Fullstack Developer
Version 1 —Newcastle upon Tyne
- Full-time
- Mentoring
- Financial services
- AI
- Employee assistance programme
- Employee discount
Quick apply
IT Manager - Integration & Business Intelligence
J Barbour and Sons —South Shields
- Full-time
- Computer Science
- ERP systems
- Bachelor's degree
- Free parking
- Store discount
Quick apply
12d
Lead Frontend Engineer - Java & Open Source (Private & FS)
Version 1 —Newcastle upon Tyne
- Full-time
- AWS
- Mentoring
- Agile
- Employee assistance programme
- Employee discount
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customer experience analyst jobs near newcastle upon tyne, eng

Senior Resource Planning Manager

Everflow -
Peterlee

Apply Now

Job details

Full-time
£53,000 - £65,000 a year
7 days ago

Benefits

Free parking
On-site gym
Annual leave
Company pension
Life insurance

Qualifications

Power BI
Resource allocation planning
Erlang
Analysis skills
IVR
Risk management
APIs
Management reporting
AI
Analytics
Rota coordination

Full job description

Job Advert

About Us

At Everflow, we’re on a mission to reshape the utility industry.

We’re an award-winning, fast-growing business delivering smarter, greener water, waste and connectivity solutions to businesses across the UK and we’re proud of the impact we make every day.

Our quest is simple but powerful: bringing services together to make lives simple. By saving our customers time, money, and energy, we give them the headspace to focus on what really matters growing their businesses and making an impact.

And while free coffee and ping pong are nice (very nice, actually), they’re not the reason people stay. Our culture is. We value authenticity over ego, curiosity over comfort, and progress over perfection. We trust our people, encourage bold ideas, and believe success should never come at the cost of wellbeing or belonging.

About the role

Everflow is a multi-utility provider to UK businesses, supplying water and wastewater, waste services and connectivity. Serving customers well across three verticals depends on having the right people, with the right skills, available at the right time. That is what resource planning exists to solve.

This is the senior planning role in the business and it is deliberately broad. You own workforce planning end to end: the long-term staffing strategy and capacity framework, plus the forecasting and scheduling cycles underneath them. There is no planning manager below you to hand delivery to, so you will build the forecast, run the capacity model, and work with contact centre managers to turn it into schedules that hold up. You will also own how our Twilio telephony is configured from a planning and experience perspective, and you are expected to use AI to build tooling and automation that makes a small function punch well above its weight. One Real-Time Analyst reports to you.

What you'll own

Forecasting, capacity and scheduling. Build and own short, medium and long-term forecasts across voice, email and digital contact, plus back-office workload, recognising that water, waste and connectivity generate different demand patterns and need different skills to serve. Own the capacity model, shrinkage assumptions and the resulting staffing requirement. Produce schedules and coordinate their delivery with contact centre managers, agreeing how flexibility, training, leave and overtime are handled so plans survive contact with a real week.

Staffing strategy and planning framework. Set the long-term staffing strategy that supports the business plan, covering skill mix and multi-skill capability as well as headcount. Own the planning framework so assumptions are consistent, documented and defensible when challenged.

Real-time and intraday performance. Define real-time targets, escalation playbooks and intraday governance. Lead and develop the Real-Time Analyst, setting the standard for how intraday risk is spotted, communicated and recovered, and partner with operational leaders to optimise delivery across the network rather than team by team.

Twilio telephony and contact experience. Own how our Twilio estate is configured and how it performs, working with Tech where changes touch integration or security. That covers routing and queueing logic, skills-based allocation, IVR and self-service journeys, wait-time and callback treatment, and the agent desktop experience. Understand what routing decisions are doing to occupancy, abandonment, repeat contact and agent effort, and change the configuration when the evidence says to.

AI, automation and tooling. Find where AI can remove manual effort or produce insight we do not have today, then build it: automated forecast refreshes and schedule production, intraday commentary, contact-driver summarisation at scale, forecast augmentation, or an internal tool that saves the operation hours a week. You do not need a software background, but you do need the curiosity to work out what is now possible and the persistence to get it running in production rather than in a demo.

Workforce insight. We have a dedicated Analytics team within Business Performance who build and maintain our Power BI reporting, so this is not a report-building role. What matters is that you are fluent in using those reports, know what good workforce MI looks like, and can set clear requirements for the analysts who produce it. Be honest in your reporting about forecast accuracy and plan performance, including when we got it wrong.

Improvement and influence. Design how workforce management operates at Everflow and the roadmap to improve it. Bring evidence to executive and senior stakeholder discussions and use it to move decisions, including the uncomfortable ones about cost, service levels and the trade-offs between them.

What we're looking for

Substantial hands-on experience in workforce planning or resource planning, at manager level or above, in a multi-channel contact centre or comparable operational environment.
Demonstrable ownership of forecasting, capacity planning and scheduling as a practitioner. You have built the models, not just reviewed them.
Strong command of the mechanics: SLA, AHT, occupancy, adherence, shrinkage, and Erlang and non-Erlang capacity modelling, including where each breaks down.
Genuine technical competence with cloud telephony software, ideally Twilio. Comfortable configuring routing, queues, IVR and self-service flows and the agent experience, and clear on how those settings affect both the customer journey and the numbers you plan against.
The technical literacy to work as a peer with Tech, Product and Analytics. You can hold a confident conversation about integrations, APIs, data flows and release impact, specify what you need from an analyst or developer, and challenge a proposed solution that would damage service or planning accuracy.
Practical experience applying AI or automation to planning and operational problems, with examples of what you built and what changed as a result.
Strong analytical skills and advanced Excel, with the modelling discipline to keep a complex workbook trustworthy. Confident reading and interrogating Power BI reporting.
Credibility with senior stakeholders. You can explain a capacity model to a director, defend the assumptions, and adjust when someone finds a hole in it.
Useful but not essential: experience of using SQL; exposure to the utilities industry.

How you'll work

At Band 6 you operate as a senior leader at Everflow. That means communicating with transparency and consistency so people stay aligned through change; anticipating risk and holding high standards under pressure; working across tribes and building the partnerships that make planning possible; leading through complexity; connecting the planning agenda to our 2030 vision; and creating the conditions for people to do their best work.

What We Offer

We take rewarding our people seriously (and not just with biscuits). You’ll get a competitive salary with annual reviews, a generous pension of up to 8% employer contribution, and life insurance worth up to three times your salary.

You’ll enjoy hybrid working (up to three days from home), the option to buy or sell up to five days of annual leave, an extra celebration holiday, and enhanced parental and sickness benefits.

There’s also free breakfast, free parking, an on-site gym at our Peterlee HQ, access to an EV company car scheme, and a cycle-to-work scheme. For your wellbeing, we offer 24/7 counselling, virtual GP access, and a healthcare cash plan covering dental, physio, and optical care because looking after people shouldn’t stop at work.

Equal Opportunities

Everflow is proud to be an equal opportunities employer. We’re committed to creating an inclusive, diverse workplace where everyone feels respected, valued, and able to be themselves. Through our Equity, Diversity, Inclusion and Belonging (EDIB) policy, we ensure fair access to opportunities for all, regardless of background.

Apply Now

Refine Your Search

customer experience analyst jobs in newcastle upon tyne, eng

Senior Resource Planning Manager

Senior User Researcher

Head of Enterprise Performance

Senior Scientific Officer: Ecosystem Assessment Research Project Officer

Business Admin Apprentice

Data Engineer (Level II) - BI Developer

IT Security Apprentice

Test Engineer

Lead Global Analysis Engineer

Professional Services Engineer

Senior Service Designer

UK Chief Plant Health Officer and Deputy Director Plant and Bee Health, Plant Varieties and Seeds

Senior Test Automation Engineer

Commercial Performance Senior Manager

Senior Data Engineer

Senior Automation Test Engineer

Senior Fullstack Developer

IT Manager - Integration & Business Intelligence

Lead Frontend Engineer - Java & Open Source (Private & FS)

Other jobs to consider

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