Data and Reporting Officer

Hertford, UK
19 Jul 2019
24 Jul 2019
Contract Type
Full Time
Salary: from £22k per annum

Location: Stevenage

A career with Serco offers the chance to work with both inspirational people and innovative contracts, in a dynamic and exciting environment. We have a mandate to execute brilliantly and our people lead and inspire based on our core values, Trust, Care, Pride and Innovation! Serco is on a journey towards sustainable growth and our Strategic Partnerships contract has the objective to be citizen centred and outcome focussed!

We are currently recruiting for a talented, experienced Data and Reporting Officer for our Hertfordshire County Council partnership in Stevenage.

About the Role:

As Data and Reporting Officer for the Customer Service Centre (CSC) in Stevenage, you will be responsible for the day to day operational floor management. You will co-ordinate all CSC work streams and resource and take ownership for the delivery of Key Performance Indicators on a daily basis. This is a full time role (37.5 hours per week) covering core hours 0830 to 1630 Monday to Friday, but may be required to support normal hours (0800 to 2000 Monday to Friday and 09:00 to 16:00 Saturday) outside of these core hours. Some of your other duties include:
  • Co-ordinate offline activities so that service delivery is unaffected and performance against relevant KPI is maintained;
  • Lead the daily scrum meeting, reporting on the previous day's performance and looking at day and week ahead;
  • Coordinate information from Team Leaders, OST and Head of Customer Services to feed into daily forecast and make appropriate resource decisions or changes to supporting technology;
  • Identify and co-ordinate any 'on the day' or 'working day plus 1' changes to staff shifts (planning in of RTW interviews on the day);
  • Manage short notice resource impacts such as leave requests, by way of making a decision based on the impact on performance;
  • Monitoring staff adherence to schedules on any given day, and challenge extended call and not ready durations with advisors; providing appropriate and timely feedback;
  • Walkthrough regular reports with the CSC Management team which highlight the current performance;

About You:

If you have experience in a Customer Contact Centre within a local government environment, then we want to hear from you! We are keen to hear from those who have experience of Call Routing, Skills Based routing, Contact Blending, and Staff Optimisation and Workforce Management software. You should have advanced abilities with Microsoft Excel and skilled with data and reporting analytics.

Naturally you will have excellent communication skills using a wide range of media (written, oral and graphical) and an attention to detail along with excellent planning and organisational skills, with the capability to manage several activities at any given time.

We are looking for a confident individual who can challenge staff behaviours and senior team members in relation to performance and resource utilisation as well as being assertive in decision making that will affect the whole CSC and directly influence KPI performance. The ability to work under pressure and deal effectively with urgent and last minute requests is essential.


Our success is a reflection of our people and that is why it's important that we reward our employees, to say thank you for the commitment to Serco. One of the ways we do this is by providing a wide range of core and voluntary employee benefits to help employees do more with their money. With this role you will be provided with a competitive salary, 25 days annual leave plus bank holidays, a competitive pension scheme (matched up to 6%), training & development opportunities, and as a valued employee you will have access to a world of exclusive discounts and privileges including Cycle to Work scheme, Mobile Phone discounts, Merlin Attractions and more!

What to do next.....

If you are interested in applying for this rare opportunity to join our friendly and supportive Customer Service Centre; where you will benefit from a wealth of knowledge and expertise, then please apply now and upload an up to date copy of your CV and cover letter.

On occasion we receive significantly more applicants than expected for some vacancies and under such circumstances we reserve the right to bring forward the closing date of the advertisement. We therefore strongly advise you to apply for the role promptly to avoid disappointment should the closing date be brought forward. Serco is committed to equal opportunities and requests any potential applicant to contact the Serco Recruitment Team on 0345 010 4000 (select option 1) as soon as possible if an applicant has any additional queries, requirements or will need additional time in submitting an application should the closing date of the advertisement be brought forward.

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