Vico Homes
Business Planning Analyst
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
About the team
The Customer Experience team is the first point of contact for Vico Homes customers to access a range of services, advice and support by phone, online across a range of channels and face-to-face. Our contact centre is based alongside our Head Office in Castleford and we have customer hubs in Pontefract and Wakefield.
Additional to delivering high levels of satisfaction in answering queries and dealing with day to day issues the team co-ordinates our out-of-hours activity, supports early resolution of complaints and promotes and provides digital support to our customers.
It is an exciting time for the Customer Experience team and the wider business with the continued development of new ways for our customers to access services and information and improving processes to deliver our strategies and plans. You will be involved in continuing to identify enhancements to ways of working and support the implementation of new systems and efficiencies.
What you’ll do
Support the Customer Experience team to deliver high quality services to customers, across a range of channels, though creation of management information and ongoing development of automated reports to ensure key performance indicators and targets plus any regulatory requirements are met.
This role will help turn customer insight, performance data and operational reporting into practical improvements that make our services easier to access and better to experience.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
You will be responsible for performance reporting and continued development and enhancement of analysing this so we can ensure our resources are used to best effect. You will contribute to strategic planning and quality assurance processes alongside risk and service continuity planning, ensuring the development of these to meet Vico Homes objectives.
What we’re looking for
To join our Customer Experience team, we’re looking for someone with:
- a qualification at Level 4 of the Regulated Qualifications Framework;
- be customer focussed and committed to continuous improvement of service delivery;
- experience in developing and refining reporting systems such as Power BI, Salesforce, AWS, etc. to extract accurate and timely information for analysis;
- be able to prepare written and statistical reports in a variety of formats and present complex information in an appropriate form; and
- support Vico Homes’ vision and corporate objectives, contributing to the delivery of a customer experience to be proud of.
This post also requires applicants to hold a current, valid UK driving licence with the ability to travel throughout Yorkshire and parts of Lincolnshire, you may be required to work some Saturdays on a rota basis.
Benefits
Vico Homes is accredited by Investors in People, which means we recognise that our colleagues are our most valuable asset. As an employer we can offer you a great set of benefits which includes:
Get help with your application
Your very own career expert that helps elevate your application to the next level.
- 26 days holiday (rising to 31 after 5 years' service) and statutory bank holidays;
- an extra day off on your birthday;
- generous employer pension contribution;
- happy to talk flexible working, including options for reduced hours, compressed hours or other flexible working patterns;
- a wide range of personal development opportunities;
- a fantastic health and wellbeing package;
- access to Vico Homes Rewards for a fantastic range of lifestyle savings and salary sacrifice schemes including cycle to work, home electronics and our car benefit scheme;
- one day to take part in our Volunteering Scheme; and
- "cycle to work" scheme and discounted shopping platform.
We are an equal opportunities employer and welcome applications from all.
How to apply and what happens next
- Read the job description, person specification and guidance notes below
- Complete the application form
- You'll receive an automatic reply to let you know we've received your application
- We'll then score all the applications against the person specification and contact you to let you know if we're inviting you to interview
For more details on what we’re looking for in this role, please see the Job Description below.
For more information or an informal chat about the role or working for Vico Homes, please contact Rachel Willoughby, Head of Customer Experience on 03458507507.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills