Customer Resource Analyst

Job reference: 000751

Location: Warrington

Closing date: 21/01/2022

Salary: Up to £32, 000 dependent on skills + experience

Employment type: Permanent

Department: Customer - Contact Centre

Hours per week: 37

Would you like to join us on our journey? where striving for zero carbon isn’t just aspirational but a reality as part of our ‘Leading the North West to Zero Carbon’.

At Electricity North West, we thrive on being part of a customer focused team that likes to put their people first. We are committed to building our teams to represent the local communities we serve and promoting the importance of inclusivity at work. Our aim is to always encourage, support and develop our people to ensure everyone reaches their full potential.

Operating 24 hours a day, 365 days a year, our award-winning Customer Contact Centre plays a key role in ensuring our customers are kept up to date by providing accurate and timely customer advice.

We are dedicated to delivering first class inbound and outbound customer service within our busy contact centre. Every customer, every call and every situation will be different, we take pride in finding the best solution and understanding our customer’s needs. 

We are currently looking for a Customer Resource Analyst to join our Contact Centre based in Birchwood, Warrington.


As the Customer Resource Analyst, you will play an important role, ensuring we have the right advisors in the right place at the right time allowing them to deliver a great customer experience. 

Highly organised with exceptional attention to detail, you will be responsible for ensuring effective shift patterns, service level performance and re-allocating resources to maximise SLA’s and efficiencies across the contact centre. 

Analytically minded, you will develop a suite of MI and produce ad hoc requests, analysing trends such as headcount tracker and overtime, presenting the findings to the Contact Centre Team Manager and making recommendations on how service level or efficiency targets can be successfully achieved. 

This is an exciting role where you will make a real impact on the service we provide to our customers. 


  • A minimum of 4 GCSE’s A*-C or 4-9 including English Language and Maths; 
  • Expert knowledge of MS Excel data manipulation (essential); 
  • Experience working in a contact centre environment (desirable);
  • Experience of customer related systems and processes (desirable);
  • Experience of implementing changes to process and / or systems (desirable);
  • Previous experience of visualisation tools i.e. power BI, Click View (desirable). 
  • Interpersonal Awareness;
  • Concern for Impact;
  • Customer Understanding;
  • Concern for Excellence;
  • Able to show initiative;
  • Results Focused;
  • Forward Thinking;

As the successful candidate you must be prepared to act as the Customer Duty Manager out of hours within the Contact Centre on a rota basis including weekends and bank holidays. 

A full role profile is available from


The opportunity to work for a dynamic and innovative organisation. A competitive salary (depending on skills and experience) plus an attractive benefits package including bonus scheme, 25 days annual leave, staff healthcare, contributory pension scheme with employer contributions of up to 14%, plus many areas for professional development.

If successful in your application, we will require additional information in order to complete a number of pre-employment checks before the offer can become unconditional. Any unconditional offer of employment with Electricity North West is subject to satisfactory checks.

We would encourage you to submit an early application as we reserve the right to close this vacancy early.


The closing date for this job has now passed.