Performance and Contact Centre Analyst - Integrated Front Door

Are you an experienced contact centre supervisor and performance analyst ready to make a real difference for the children of Staffordshire?The Staffordshire Families Integrated Front Door (SFIFD) is on an ambitious improvement journey, and we’re looking for a skilled and motivated Performance & Contact Centre Analyst to lead our Integrated Front Door at a critical point of change and development.In July 2026, SFIFD introduced a dedicated contact centre to handle concerns raised for children in Staffordshire.

This enabled co-location of the contact centre team with social workers and family support experts. This role will provide management and oversight to the contact centre, and bring expertise of managing a busy customer service environment. Working alongside the Quality Assurance Lead, they will also offer insight and analysis of data and information to understand how SFIFD are responding to concerns for children and where improvements can be made.

This is an exciting opportunity to:Lead a key service that shapes children and families’ first experience of social careInfluence practice,  culture and performance at pace. Be part of a supportive leadership team committed to learning, collaboration and improvementIf you are passionate about customer service and empowering teams to deliver their best work, we would love to hear from you.