NSPCC Job Description

JOB: Business Information Analyst (WFM)

FUNCTION: National Services

DATE: April 2017

BACKGROUND AND CONTEXT

The NSPCC National Services comprise a universal offering of learning,

information, expert advice and support for our key adult and professional
audiences, children and young people.

Our priority is to enable people to protect children and prevent abuse. As

a directorate, we are uniquely placed to work across our key audiences to
promote our work, raise awareness, deliver learning and transfer
knowledge. We provide comprehensive and joined up information and
support services and create an integrated advice provision for
professionals and adults.

Our universal national services includes two major 24-hour helpline

services, Child Trafficking Advice Centre, Schools Service, Business
Improvement and Contact Centre, Knowledge and Information Services,
Organisational Safeguarding Services, Professional Engagement and
Operations and Business Support. Our breadth of service offerings and
expertise makes us integral to the child protection system.

JOB PURPOSE

To conduct extensive analysis of the data and generate reports for

a variety of stakeholders (internal and external)
To support and develop the ongoing implementation of Genesys
WFM
To ensure that information is inputted and analysed to aid
performance
To support and maintain Information Systems and make
recommendations on improvements

KEY RELATIONSHIPS INTERNAL

Reports to the Business Performance Officer.

Collaboratively works with the Business Information Analyst and
Business Support executives within the National Services team in
order to meet business requirements.
Works closely with other managers / heads in National Services to
review performance trends and understand reporting requirements,
specifically with the Head of Child Protection Operations and Head
of Operations.
 Pro-actively works closely with managers and staff in other NSPCC
divisions, such as Strategy and Development, Communications,
Information Systems and Finance to streamline business support
processes and add value to National Services activity.

KEY RELATIONSHIPS EXTERNAL

Builds relationships with high level NSPCC stakeholders and their

key contacts i.e. Fundraising, Corporate Planning and the Finance
team.
Maintains and builds relationships with suppliers and other service
providers.

MAIN RESPONSIBILITIES

1. To actively contribute to the planning and implementation of

WFM within NSPCC Helplines

2. To support in the daily and ongoing housekeeping of WFM

activities across all NSPCC Helplines

3. To analyse and present research findings in a written or verbal

format, including preparing briefing notes, reports, summarising
papers and publications and making recommendations in order to
contribute to the agreed departmental strategy goals and
standards, ensuring that work is of a high standard in line with
corporate requirements

4. To proactively take steps to improve business support, IS and

information systems that affect National Services activities. To
support staff through understanding how information processes are
used, evaluating their effectiveness and efficiency on an on-going
basis, making recommendations for, and implementing
improvements.

5. To receive and research complex requests for

assistance/information from NSPCC staff and external agencies,
seeking out information from a variety of sources and other NSPCC
functions as necessary.

6. To correspond effectively with customers using creative and

engaging methods of communication, including written, verbal and
electronic mechanisms.

7. To correct data errors in systems, analyse data quality, audit use

and manage users accounts.

8. To explain data systems to staff and managers to ensure the

input of data onto existing systems is consistent, accurate and
 appropriate and daily training and support to ensure the input of
data onto existing systems is consistent, accurate and appropriate.

9. To identify key National Services data for NSPCC fundraising,

communications and policy aims, take responsibility for the
production and updating of fact sheets and produce statistical
information for the annual review.

10. Proactively take steps to improve National Services support and

information systems through understanding how information and
business systems are used, evaluating their effectiveness and
making recommendations for and implementing improvements.

11. Assist on the development of Quality Control, Evaluation

Systems, Management Information, Procedures and IS
requirements.

RESPONSIBILITIES FOR ALL NATIONAL SERVICES COLLEAGUES

To take personal responsibility for keeping up to date with and

contributing to the development of best practice

At all times to carry out the responsibilities of the post in a manner

consistent with promoting equalities and diversity, and which
demonstrates respect for childrens rights.

To actively participate in regular department and team meetings,

contributing to strategy, discussions and decisions.

To maintain an awareness of own and others health and safety and

comply with the NSPCCs Health and Safety policy and procedures.

Additional requirements of the role:

Post holder will be required to travel with occasional overnight stays

 PERSON SPECIFICATION

1. Specialist knowledge of information analysis and statistical

techniques. Degree or equivalent qualification in informatics or
maths/statistics is desirable.

2. Proven skills and knowledge of Information systems, databases and

provision of customer support in a high volume customer facing
environment. This will include an ability to provide training in these
areas. Knowledge of reporting systems is desirable (e.g. Business
Objects systems or any other reporting systems).

3. A knowledge of Genesys Workforce Management (or similar) would

be desirable but not essential to demonstrate a desire to develop
planning and scheduling skills absolutely essential.

4. Well-developed ability to apply effective numeracy skills in entering,

recording data and analysing information within a social care
context and understand the issues and challenges that arise from
this.

5. Experience in using Windows based software packages including

word processing, Excel package (including macros), electronic mail
and the internet, in order to deliver tasks and projects.

6. The ability to research, analyse and present clear and accurate

information to meet the needs of a variety of audiences.

7. Experience in working in an environment where users are unfamiliar

with IS systems etc.

8. An ability to organise and plan own work, identifying conflicting

demands and establishing clear priorities in order to meet agreed
objectives.