Business Analyst



  • Location


  • Job type


  • Sector

    Local Government

  • Job ref


  • Expiry date

    12 November 2020

  • Client


Ref: GSi69344

As part of the Customer Contact Improvement project, a London Borough is transforming it’s Customer Contact Service and currently recruiting a Business Analyst to lead the business process re-engineering of all contact centre processes and workflows. The implementation of the re-engineered processes, with associated technology/automation changes, is expected to realise significant savings within the current financial year.  This role is expected to be full time for 6 months and will involve work across a number of project workstreams to ensure the new processes are clear, effective and streamlined to help drive the delivery of a continually improving digitally enabled customer experience that is relentlessly reliable, efficient, meets the expectations of our residents and sets the benchmark for customer service excellence.

The successful candidate will have a proven track record of designing and delivering local authority Contact Centre process improvements that deliver cashable savings. The candidate will have extensive recent knowledge and experience of:

  • Leading Contact Centre business process re-engineering to deliver new processes that achieve business goals and deliver significant cashable savings.
  • Facilitating workshops and other events with Contact Centre leads, SME’s and other key stakeholders.
  • Evaluating As-Is Contact Centre business processes, identifying problems, gaps, disconnects, errors and opportunities for improvement, optimisation and automation.
  • Analysing, designing and implementing ‘To-be’ Contact Centre business processes and workflows.

This contract is for 6 months, c£500 outside IR35.  If you are interested please send a CV in word format matching the above criteria by Thursday 12th November 2020.

How to Apply

To apply for this role, please submit an up to date copy of your CV, along with a Supporting Statement that addresses the criteria set out in the person specification, using examples to demonstrate how you meet the essential requirements. Please provide your home, work, mobile and email contact details and let us know of any dates when you are not available or where you may have difficulty with the indicative timetable. You should also provide the names, positions, organisations and contact details for two referees, one of whom should be your current or most recent employer. If you do not wish us to approach your referees without your prior permission, please state this clearly.

Once you have submitted your application, you will receive an automated email to confirm that you have applied. If you do not receive this email, please make contact with GatenbySanderson.