At a Glance
- Tasks: Use data insights to enhance resident experiences and improve council services.
- Company: Islington Council, dedicated to serving a diverse community.
- Benefits: Up to 36 days leave, flexible working, competitive pay, and local discounts.
- Other info: Join a collaborative team committed to equality and inclusion.
- Why this job: Make a real difference in your community while developing valuable analytical skills.
- Qualifications: Experience in data analysis, problem-solving, and service improvement.
The predicted salary is between 31500 - 38500 £ per year.
Do you want to use insight to improve how residents experience council services? We’re looking for a Customer Insight Officer to help us better understand what matters to residents, where services are working well, and where there are opportunities to make them simpler, clearer and more joined up. This is a great opportunity to combine analysis, curiosity and collaboration in a role that helps shape better outcomes for local people.
In this role, you’ll bring together data from across digital, telephone and face‑to‑face services to build a clearer picture of the resident journey. You’ll analyse trends, identify pain points and drivers of demand, and turn complex information into practical insight that supports service improvement. You’ll also work with programme colleagues, frontline teams and service leads to understand where residents experience friction, support testing and feedback activity, and help develop evidence for change and improvement initiatives.
We’re looking for someone who can bring:
- Experience of analysing data from multiple sources to identify trends, pain points and opportunities for improvement
- Strong analytical and problem‑solving skills, with the ability to interpret information and draw clear conclusions
- The ability to explain complex findings in a clear and accessible way for non‑technical audiences
- Experience of supporting service improvement, redesign or transformation work using evidence and insight
- Good organisational skills and the ability to manage competing priorities in a fast‑paced environment
- Confidence using tools such as Excel, Power BI or SQL to analyse and present data
- An understanding of customer insight, service design or journey mapping approaches
You’ll be part of the Strategic Change and Transformation team within Digital Services, working in the Resident Experience Programme and reporting to the Programme Manager. You’ll work closely with colleagues across customer experience, contact centre optimisation, digital delivery and frontline services, helping us build a stronger understanding of resident needs and use that insight to improve services across the council.
Islington is a place rich with diversity and culture. As a council our sense of purpose couldn’t be clearer: we serve. It’s in the logo. We are committed to challenging inequality in the borough and as one of the largest employers we know that to look after the place and the planet, we have to look after our people. Together we can change the future. We are determined to create a more equal Islington, where everyone who lives here has an equal chance to thrive.
Our staff benefits include:
- Up to 31 days leave per year, increasing to 36 days after five years of local government service
- A range of flexible working arrangements to maintain a healthy work‑life balance, as well as a 35‑hour working week
- Learning and development opportunities to maximise your potential
- Competitive pay and a commitment to paying all staff the London Living Wage at minimum
- Excellent local government pension scheme
- Cycle to Work scheme and discounted gym memberships
- Local discounts from restaurants, shops, health and beauty therapists, and more!
We are dedicated to creating an inclusive and equitable workforce, where everyone is treated with dignity and respect. Our workforce strategy places equality, equity, diversity, and inclusion at the heart of everything we do, reaffirming our commitment to fostering a culture of inclusion.
We strive to create an environment where all colleagues feel they belong and can safely express their thoughts, ideas, and challenges, without fear of judgement or discrimination. We maintain a zero‑tolerance approach to any unlawful discrimination, harassment, or victimisation on the grounds of any protected characteristics under the 2010 Equality Act.
Any offer of employment will be subject to the successful completion of required pre‑employment checks. These may include proof of address, evidence of any name changes (if applicable), right to work in the UK, satisfactory references, and other relevant checks.
We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults, and expect all staff and volunteers to share this commitment.
Islington Council operates a guaranteed interview scheme for candidates with disabilities who meet the minimum criteria and we are committed to providing support to applicants who request reasonable adjustments to be made during the recruitment process and throughout their career with us.
Customer Insight Officer employer: Islington Council
Islington Council is an exceptional employer, dedicated to fostering a supportive and inclusive work environment that prioritises employee well-being and professional growth. With generous leave entitlements, flexible working arrangements, and a commitment to the London Living Wage, employees can thrive both personally and professionally while contributing to meaningful public health initiatives in the vibrant boroughs of Islington and Haringey.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Insight Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Islington Council. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Islington Council before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Insight Officer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Islington Council:Your cover letter is your chance to shine! Tell us why you want to work at Islington Council specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Islington Council!
How to prepare for a job interview at Islington Council
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
