Retail
MI Senior Analyst

About the job

  • Mead Avenue, Houndstone Business Park, Yeovil, BA22 8RT
  • £33,100 to £40,000 per year
  • Permanent Full Time (37.5 hours) - Permanent
Apply now

Overview

It’s a great time to join Screwfix. Thanks to the hard work of our team and record-breaking sales, we’re proud to be one of the fastest-growing retailers in the UK. And we want to pass that growth onto you.

Whether you’re in procurement, digital, marketing or finance, there’s a role here for you.

Reporting to the Senior Performance and Insight Manager (Customer Service Centre) you are responsible for managing and reporting operational data, insight data, and key metrics to key stakeholders in all operational areas (Yeovil, VCC, France / EU). This role will provide actionable intelligence which supports performance, efficiency, and service. You will create and manage the CSC data lexicon and all reporting processes, ensuring the integrity of all data sources and use of the correct data hierarchies. You will also work closely with the Senior Insight Analyst to identify performance and insight trends through a robust understanding all data feeds, their origins and their meanings

Key responsibilities

  • Create, develop and maintain the CSC “data lexicon” to ensure the veracity of all data and reporting outputs.
  • Identify and/or create the relevant reporting hierarchies to ensure performance reporting is consistent and reliable from Head Of down to CSA role level.
  • Create, develop, and maintain a suite of reports for all operational areas of the CSC (Yeovil CSC, VCC, France and EU) with exceptional levels of attention of detail and accuracy.
  • Identify and manage data from several sources, including Contact Centre CX-One, Business Intelligence systems, customer feedback and service platforms to build a robust, thorough, and accessible data landscape from which actionable MI can be produced.
  • Respond to and proactively provide reports for key stakeholders – answering questions and providing reports quickly to inform business decisions.
  • Work with large amounts of complex data and be comfortable in creating simplified user-friendly dashboards.
  • Measure the performance, efficiency and service levels of the Customer Service Centre through daily, weekly, monthly and annual reporting.
  • Constantly seek ways to drive reporting and data improvements in line with the overall business and operations strategies, including the use of self-serve portals and Power BI
  • Work collaboratively across all functions & in particular with the CSC Insight Team to ensure information on business-wide performance challenges are robustly understood.
  • Build relationships across teams, working in partnership and influencing stakeholders where needed.
  • Be a proactive self-starter who enjoys having the autonomy to drive change across the business.
  • Share knowledge and experience with analysts, leading by example by having excellent communication skills and a strong coaching mindset.

Required skills & experience

  • Expert in excel and PowerPoint.
  • Power BI (plus any other presentation systems)
  • Oracle Business Intelligence (or similar)
  • CX-One (or similar Contact Centre management system)
  • SAP HR (or similar)
  • Strong Contact Centre and Operations background
  • Advanced experience of using SQL and any other query languages with experience of automating reporting and queries
  • Effective presentation and communication skills – with the ability to inform and engage key stakeholders with commentary and insight.
  • Excellent at prioritising and managing own workloads.
  • A passion for all things data!

What’s in it for me?

You do your best when you feel your best, so we’ve chosen benefits that truly matter and support your wellbeing.

Subsidised canteen: We offer a great selection of hot and cold food at our subsidised canteen, as well as a warm, inviting place for you to eat. So whether you prefer a packed lunch or an easy life, we cater to all.

Free parking: No one wants to spend their mornings circling around the car park. So whether you have a work vehicle or not, there’ll always be a free spot for you and your car.

Parental leave policy: We offer Enhanced Family Leave for our UK and ROI based colleagues. Our policies and resources are inclusive for all parents and include enhanced pay terms and generous leave policies. We’ve put everything we think you should know on our dedicated intranet page, ready for when you need it. Find out more on our website.

Other benefits:

  • Award-Winning Pension Scheme
  • 20% Discounts at Screwfix & B&Q, plus discounts at other High-Street Retailers
  • Company Bonus up to 20%
  • Award-Winning Apprenticeship Schemes
  • MyGym discounts
  • Cycle-to-Work Scheme
  • Enhanced Family leave
  • Retail Trust counselling services
  • Life cover

Sustainability at Screwfix

We’re committed to building a better future for our community and our planet. That’s why we’re doing everything we can in six key areas: eliminating carbon emissions, reducing and recycling waste, sourcing responsibly, keeping products in use for longer, selling more sustainable products and providing sustainable packaging. We’re on a mission to put sustainability at the forefront of everything we do. Join us.

We’ve worked hard to create a culture of inclusivity and genuine community. We’re a company built on teamwork, and the best teams are ones in which everyone can share their view. Whatever your background, however you identify, you’ll be listened to, encouraged, and given the tools and training you need to get ahead. You’ll always know where you are with us. We’re open. We’re fair. And we believe in opportunities for everyone.

We believe in equity for all. Please let us know at careers@screwfix.com if you need any additional support or adjustments when it comes to your application.

Training
programmes

We’re growing, and we want our people grow with us. That’s why we pull out all the stops to make sure our people continue to learn and develop new skills. It’s all about giving you the tools to build a career that’s right for you.

Plan your commute

See in Google Maps

Be yourself
at Screwfix

We all do better when we’re celebrated for who we are. Which is why a warm, equal and inclusive culture is integral to our culture at Screwfix. Our Employee Inclusion Network, 'Us', helps colleagues to share ideas and work collaboratively in pursuit of a fairer, more diverse workplace. With the support of our leadership team, ‘Us’ is comprised and led by true Ambassadors for Diversity & Inclusion. It’s an open space where colleagues can share experiences, learn about allyship, and ultimately, feel free to be themselves. 

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Application process

Apply

Apply

Applying online is simple. Fill in some basic details and upload your most recent CV. If you’re applying for a S.A. you’ll also need to complete a Situational Judgement Test.

Interview

Interview

Prior to your interview, we recommend a thorough read of our careers page and even a trip to your local Trade Counter, to learn as much about us as possible. Your interview will consist of competency-based questions, and a chat about your experience, knowledge of Screwfix and the role you’ve applied for. Interviews may be held on the phone or over video chat, followed by a visit to store to meet the team.

Offer

Offer

If we think we’re a good match, we’ll make you an official offer. Once you’ve accepted and we’ve completed the pre-employment checks, you’ll receive your shiny new contract.

MI Senior Analyst

  • Yeovil, BA22 8RT
  • £33,100 to £40,000 per year
  • Permanent Full Time (37.5 hours) - Permanent
Apply Now