Jobs

Are you passionate about delivering exceptional Customer Service and how we meet their needs?

Do you have experience as monitoring and managing live workload, staffing, and performance to make sure operational targets (like service levels) are met throughout the day?

 Do you have strong organisation and planning skills and a commitment to guide and support others?

The Team

North Yorkshire Council’s Customer Service Centre is a positive place to work where we have the opportunity to genuinely help others, making a real difference to the communities that we serve.

We pride ourselves on providing a quality service and resolving our customer’s problems, allowing you the opportunity to work in an inspirational environment where you can really add value and experience and gain a great deal of job satisfaction.

The Role

We are looking for a Real Time Analyst to support the Intraday manager by ensuring all real-time plans are rolled out effectively. To liaise with all Service Teams and other stakeholders both internal and external to ensure business needs are understood and met. You will need a high level of resilience to deal with ever changing internal and external customer needs across a variety of contact channels and multiple locations.

Whilst the position will be based at Northallerton, as a modern council the role offers the opportunity to work flexibly at alternative locations across our hubs within North Yorkshire as well as home working. The flexibility of the hours allows for a positive work/life balance.

What you can bring

This role supports our front facing customer service function by providing real time insights and feedback on demand, whilst maintaining a consistent customer experience, as such you can bring;

• Experience in real time management and omni channel management
• Experience in producing agent schedules that meet business needs- specifically in a contact centre environment
• A high level of attention to detail
• An ability to collaborate with stakeholders, both within the team and at a more senior level
• An ability to take the team on the journey, articulating the desired outcome and working with the team to explore new opportunities to provide excellent service

Why work for us?

In addition to your salary, we offer a range of great benefits to help you financially and make life a bit easier.

These include:

• a local government pension scheme with 18.1% employer contribution
• salary sacrifice schemes
• employee discount benefits including shopping, supermarkets, gym discounts and more!
• travel loans
• Health Assured – confidential help and support for your wellbeing

Click on our Total Rewards Brochure at the bottom of this advert to see the full range of benefits.

Contact

If you have any questions, please do contact Jonathan Brand jonthan.brand@northyorks.gov.uk 01609 798565 or Craig Ryan on craig.ryan@northyorks.gov.uk / 01609 534062 for an informal conversation.

Key Dates

Closing date: 22/03/2026

Company: North Yorkshire Council

Salary: £29,064 - £31,537

Location: Northallerton, North Yorkshire

Sector: Corporate Services

Sector: Administration

Sector: Communications

Job Role: Analyst