We’re looking for a Forecast and Reporting Analyst to join Trustpilot’s Trust and Safety (T&S) team, supporting reporting and resource planning. This role will focus on analysing data from Salesforce and Zendesk, providing accurate and actionable insights. Proficiency in Google Analytics is required to ensure meaningful insights for resource planning. You’ll oversee key reporting metrics, including decision overturn rates, flagging workload drivers, and analysing paid vs. free reporting

You will manage reporting that guides decision-making, identifying trends and providing insights to support operational improvements. The role requires a strategic approach to operational excellence and the ability to work in a dynamic environment, ensuring reporting aligns with team goals and optimises performance and resource allocation.

This is a great opportunity to work with key data systems and contribute to the team’s operational goals. As part of the wider Trust & Transparency division, the Content Integrity team is committed to protecting platform integrity and building trust between consumers and businesses. We value change, collaboration, and continuous improvement, empowering everyone to contribute ideas and shape our direction.

What you’ll be doing:

• Oversee reporting on Trust and Safety insights, including turnover rates of decisions, flagging reasons creating the most work, and analyzing paid vs. free reporting.
• Estimate staffing requirements based on forecasted workload and ensure resource allocation meets target turnaround times.
• Create and manage work schedules for specialists and agents to optimize daily operations.
• Collaborate with your colleagues in Optimisation and Reporting to provide short, medium, and long-term forecasts for activity levels and staffing needs.
• Maintain and develop a suite of daily, weekly, and monthly performance reports to track key metrics.
• Handle day-to-day reporting, including performance analysis and adjustments to meet operational targets.
• Create and track budgets and plans for non-productive activities, as well as address new requests from managers and team leaders.
• Regularly analyze expected versus actual performance and make data-driven recommendations for improvements.
• Identify trends and formulate actionable recommendations based on data analysis to drive continuous improvement (CI) in resource planning and performance.

Who you are:

• Demonstrable experience in applying statistical modelling techniques.
• Advanced proficiency in Excel and/or Google Sheets.
• In-depth knowledge of Google Analytics is essential for success in this position.
• Experience with SQL and Google Apps Scripts is a plus.
• Experience working with Zendesk (or other CRM systems) and Looker (or other BI platforms) is advantageous.
• Skilled in analysing large datasets to identify trends, patterns, and insights.
• Solid analytical and problem-solving skills.
• Strong communication skills, with the ability to tailor messages to different audiences and present complex analysis in an accessible way to facilitate decision-making.

What’s in it for you:

• A range of flexible working options to dedicate time to what matters to you
• Competitive compensation package + bonus
• 25 days holiday per year, increasing to 28 days after 2 years of employment 
• Two (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community
• Rich learning and development opportunities supported through the Trustpilot Academy, LinkedIn Learning and Blinkist
• Pension and life insurance
• Health cash plan, online GP, 24/7, Employee Assistance Plan
• Full access to Headspace, a popular mindfulness app to promote positive mental health
• Paid parental leave
• Season ticket loan and a cycle to work scheme
• Central office location complete with table tennis, a gaming corner, coffee bars and all the snacks and refreshments you can ask for
• Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities and team socials.
• Access to over 4,000 deals and discounts on things like travel, electronics, fashion, fitness, cinema discounts and more.
• Independent financial advice and free standard professional mortgage broker advice

Still not sure?

We want to be a part of creating a more diverse, equitable, and inclusive world of work for all. We’re excited to hear about your experiences as well as how you will contribute to our working culture. So, even if you don’t feel you don’t meet all the requirements, we’d still really like to hear from you!

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