22963 - Data Analyst

Ministry of Justice UK•National City, CA

3d•£35,335 - £42,859•Hybrid

About The Position

HMCTS is an agency of the Ministry of Justice responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales. National Services is a directorate within HMCTS Operations, comprised of Criminal Fines, Collection and Enforcement, National Business Centres and Courts & Tribunals Service Centres. This role supports services and service users over multiple jurisdictions and regions. The principal purpose of this role is to create analytical outputs for all channels including voice, webchat, email and Admin in National Services to support budget delivery. This work supports the tracking and delivery of the National Service’s KPI’s and organisational strategic goals. You will use multi-system generated data for identification of trends in performance and measurements against agreed KPI’s, and create performance scorecards to aid coaching and development conversations. These will be tailored based on the needs and focusses of each Jurisdiction. The role also encompasses critical relationship management at all levels (up to Director Level) to articulate service outcomes and root cause analysis to aid Service Improvement strategies.

Requirements

Demonstrable experience of working in a resource planning environment, specifically in Data Analytics and Performance.
Experience in analytical problem solving and data translation, creating recommendations to support data informed decision making.
Advanced Microsoft Excel and PowerPoint skills.
Proven experience in influencing senior stakeholders to deliver operational improvements.
Performance reporting and tracking.
Excellent stakeholder management skills, and be comfortable working with colleagues from all backgrounds and levels of seniority.
Ability to recognise patterns and trends in a wide range of evidence/data to draw key conclusions and make recommendations.
Excellent communication skills and ability to translate complex data into clear, engaging, and accessible content for diverse audiences.
Confidence in making recommendations and decisions even when they feel difficult or unpopular.
Comfortable working in an evolving environment and able to navigate ambiguity with confidence and adaptability.

Nice To Haves

Experience of understanding Service Centre metrics and shrinkage modelling.
Ability to articulate reasons for performance deviations though shrinkage, AHT’s, availability.
Power BI knowledge is desirable.
Experience in using SQL; VBA.
Experience with telephony and Workforce Management systems.
WFO and Contact Centre Solutions experience strongly desirable.

Responsibilities

Create analytical outputs for all channels including voice, webchat, email and Admin in National Services to support budget delivery.
Track and deliver National Service’s KPIs and organisational strategic goals.
Use multi-system generated data for identification of trends in performance and measurements against agreed KPIs.
Create performance scorecards to aid coaching and development conversations, tailored based on the needs and focuses of each Jurisdiction.
Manage critical relationships at all levels (up to Director Level) to articulate service outcomes and root cause analysis to aid Service Improvement strategies.

Benefits

Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.
Scheme to allow qualifying staff to buy or sell up to three days leave each year.
Additional paid time off for public holidays and 1 privilege day.
Choice of pension schemes.
Extensive range of training and development opportunities.
Opportunity to join employee-run networks.
A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
Paid paternity, adoption and maternity leave.
Free annual sight tests for employees who use computer screens.