Customer Operational Intelligence Lead in Chelmsford

This position is available for a fixed term contract or secondment opportunity for up to 12 months. This position has been classed as an anywhere worker role but has an expectation that the successful candidate will attend the office in Chelmsford 1 day per week, with the remaining time for visiting sites and remote working if desired, in line with the organisation’s needs.

The Opportunity

The Customer Operational Intelligence Officer supports the delivery of high quality business intelligence across Customer Services by collecting, preparing and analysing data that helps teams understand customer demand, service performance and improvement opportunities. Working closely with Analysts and operational managers, the post holder will ensure accurate reporting, reliable data quality and timely insight that enables informed decision making and continuous improvement. The role contributes to enhancing the customer experience by supporting monitoring, forecasting and performance activities in a busy customer focused environment.

Accountabilities

• Supporting the development of customer intelligence - Assist in gathering, validating and organising customer service data to support Analysts in producing insights that inform performance and service improvements.
• Producing business intelligence - Prepare routine and ad hoc reports, dashboards and summaries that provide clear visibility of performance trends, customer demand and service activity.
• Analysing customer feedback and performance data - Carry out initial analysis of datasets, customer feedback and KPIs under the guidance of Analysts, helping identify patterns, variances and opportunities for improvement.
• Stakeholder support - Maintain positive working relationships with colleagues across Customer Services, providing data and reporting support as required.
• Supporting continuous improvement - Support Analysts and managers by providing data that informs service improvements and contributes to a consistent, customer focused approach to quality.
• Contributing to a performance culture - Work collaboratively with others, sharing data and insight to help drive a culture of continuous improvement and customer focused performance.
• Performance objectives - Deliver assigned tasks and goals as agreed within the performance management framework.
• Supporting quality standards - Follow established analytical and reporting standards to ensure accuracy and consistency of outputs. Highlight any data quality issues and support actions to resolve them.

The Experience You Will Bring

• Educated to RQF Level 3 (A Level) or able to demonstrate equivalent experience.
• Demonstrated interest in data, reporting or performance monitoring.
• Experience working in a customer focused or operational environment.
• Strong attention to detail and ability to work with numerical and qualitative data.
• Competent user of Microsoft Office, particularly Excel and Power BI, with the ability to prepare and present basic analysis.
• Experience using reporting or CRM systems (desirable).
• Ability to follow set processes, work accurately and meet deadlines in a busy environment.
• Good communication skills with the ability to explain information clearly to others.
• A proactive approach to identifying issues, checking accuracy and supporting improvements.

Benefits

Once you’ve secured your role within Essex County Council you will receive many great employee benefits, including support for unpaid carers and flexible working arrangements to accommodate their needs.

EEO Statement

Essex County Council is proud to be a Disability Confident Leader. We’re committed to interview all disabled applicants who choose to apply under our Job Interview Scheme if they meet the minimum requirements of the job. Please speak to our Recruiters if you require any reasonable adjustments during the process. We’re also committed to interview all veterans and care leavers, who meet the minimum requirements of the role for which they are applying. Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment.