Real Time Analyst

  • Nottingham
  • £23,500 per year (pro rata)
  • Full Time
  • June 3, 2023
Real Time Analyst

Location: Nationwide

Salary: £23,500 per year (pro-rata)

Contract Type: 6 Month Fixed Term Contract

Closing Date: 11th June 2023

Hours: 35 hours per week Monday to Sunday 8-8 fully flex

We have an exciting opportunity for a Real Time Analyst to join our Planning & Performance Department here at Domestic & General. Reporting to the Real-Time Team Leader, you will play a vital role in supporting the business with its objective to deliver essential customer service performance through managing routing, skilling, scheduling and adherence in a real time arena

As a Real-Time Analyst, you will work closely with the Planning Performance team and the operations to lead multiple strategies through the Real-Time delivery phase.

Key role responsibilities:

  • Stakeholder Relationships: Build and maintain effective and authentic working relationships with Operational Partners, identify and remove causes of conflict and help foster a one-team approach to service delivery

  • Teamwork: Build and maintain working relationships with colleagues in PDMI to ensure accuracy of work and a framework for feeding back issues into the planning cycle.

  • Effective Communication: ensure all relevant information is briefed to the appropriate department in a timely manner. Deliver messages, whether positive or challenging in a constructive manner.

Other responsibilities:

  • Deliver optimal on the day customer service performance through managing routing, skilling, scheduling and adherence in a real time arena

  • Ensure feedback provided to Operations and Workforce Management Team where barriers prevented strong performance

  • Identify and effectively articulate periods where expected staffing levels vary from requirements and work with Operational Contacts to agree actions to close variances promptly to reduce any Customer and/or financial impact.

  • Work with Operation to react to on the day changes in staffing levels to effectively close any gaps that open due to increased absence etc.

  • Working with Operational partners to ensure best use of idle time to schedule known learning and other off phone tasks.

  • Ensure 100% of agent “investment” time is delivered and where events are cancelled in favour of customer service, ensure rescheduling takes place

  • Maintain a real-time view of agent activity vs schedule vs volumes and co-ordinate action between Bridge Team and Operations to drive optimal daily performance

  • Maintain daily diary of events/actions to play back on daily basis into Morning Service Review with Workforce Team

Skills and experience required:

  • Ability to respond quickly to deadlines
  • Effective and confident communicator at all levels
  • Attention to detail
  • Strong analytical skills
  • Results driven
  • Fundamentals of contact centre management
  • Knowledge of shrinkage models
  • Experience of working directly in contact centre environments


  • Experienced in capacity planning processes and concepts
  • Good Knowledge of Injixo/Q story
  • Experienced in using Telephony systems & Excel

We offer lots of great benefits! Some of which include:

  • Competitive salary and annual discretionary bonus
  • 25 days annual leave plus bank/public holidays, as well as an annual option to buy up to 5 additional days of annual leave
  • Training opportunities as well as clearly defined career progression
  • Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 24/7 virtual GP service
  • Attractive company pension scheme
  • Life assurance – employer funded cover of 4x basic salary
  • Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services:
    • Salary Finance – access to savings and borrowing through payroll
    • Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand new vehicles
    • Travel Loans – interest free loans to help spread the cost of annual travel tickets
    • Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000
    • Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes
  • OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.
  • Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues
  • Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends
  • Employee discounts – access to discounted Sky TV and broadband packages, together with a range of discounts for 100s of online and high street retailers

Domestic & General are an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.


Latest Opportunities

Customer Sales Advisor Outbound (Remote)

  • Nationwide
  • £22,000 per year + Average Bonus Earnings of...
  • Full Time
  • June 3, 2023
Customer Sales Advisor Outbound (Remote)

Early applications encouraged with a start date of 3rd of July 2023 and more dates throughout the summer!

Are you a natural-born salesperson?
Do you always put your customers first?
Want to work for a great company with amazing benefits?
If it’s a YES, YES, and YES you should join us as a Customer Sales Advisor.

Who are we?

We’re Domestic & General (D&G), a proud partner to many leading manufacturer and retail brands worldwide, providing appliance breakdown protection. Basically, if someone’s fridge, dishwasher or even their boiler breaks down, they can rely on us to sort it out. In the UK alone, almost 9 million customers do.

Right now, we’re recruiting Customer Sales Advisors — a role that offers a great work-life balance, with some excellent employee benefits.

What will you be doing?

  • You’ll be calling our customers to check their appliances are covered
  • Using your wit, charm and best sales patter to upsell our products
  • Building rapport with our customers and getting to know their needs
  • Helping each customer find the protection package for them

Don’t worry, we’re not about throwing you in at the deep end. We’ll help you find your feet with a two-week training programme.

You’ll learn our systems, meet your colleagues, hone your sales technique, and love talking to our amazing customers.

So, what do we need from you?

  • A solid background in targeted sales or customer service.
  • Ideally, you’ll have some experience of working alone or in a home-based role.
  • Excellent attention to detail. Our customers mean a great deal to us, so want to get things right first time.
  • Great communication skills to build relationships and listen to our customers.
  • You’ll be a team player dedicated to providing the best customer experience.
  • You’ll be calm, cool, and relaxed; able to juggle tasks while working quickly.

Sound good? There’s more…

  • It’s remote, so if you have the space to work at home, you don’t even need to leave the house. We’ll provide the equipment. You’ll just need to have broadband access.
  • If you live near to one of our offices, you can mix things up a little and work between the two if you like.
  • You’ll work Monday – Thursday: 10:30 – 19:00. Fridays it’s 09:00 – 17:30. Then you’re free to let your hair down for the weekend.
  • You’ll get two 15-minute breaks and half an hour for lunch.

So, what are these benefits?

  • Full training – with clear career progression opportunities.
  • Regular incentives – with some pretty great prizes.
  • Sales bonuses – each month you’ll get the chance to earn some extra take home pay.
  • Annual leave – 33 days (including bank holidays).
  • A free annual D&G protection plan – we want you to see how great the product you’re selling is. There are discounted rates for family and friends too.
  • Employee assistance programme – free support and advice on relationships, physical and mental health, financial assistance and more.
  • Health and wellbeing – discounted gym membership, help towards essential healthcare costs, including dental, optical, and physiotherapy.
  • Pension scheme – matched employer contributions up to 5% of basic salary
  • Life assurance – employer funded cover of 4x basic salary.
  • Employee discounts – access to discounted Sky TV and mobile packages, and discounts for loads of online and high street retailers.
  • And many more benefits – including travel loans, car leasing and Cycle to Work and Salary Finance schemes.

We really couldn’t sell this anymore if we tried. That’s your job. Or at least it could be. Get your application in now and join us as a Customer Sales Advisor.

Domestic & General is an equal opportunities employer, which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please note that we have a thorough referencing process, which includes credit and criminal record checks.

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