Management Information, Customer Engagement Officer

• provide high-quality data analysis and customer insight that supports strategic priorities and service improvement
• collect, analysing, and interpreting data to help understand service performance, customer experience, and emerging trends
• develop evidence-based recommendations that help shape decision-making and deliver meaningful change
• manage weekly and monthly performance dashboards covering all customer contact channels used by Customer First
• producing accurate and insightful reports that demonstrate service performance and customer demand
• provide agent performance data to support staff development and performance management
• work with Customer First managers to identify opportunities for process improvement and more effective service delivery
• deliver regular insight reports on channel performance, including recommendations to enhance the customer experience
• adapt and develop reporting processes to meet changing business needs
• support the maintenance and reporting of council complaints data when required

Requirements

• confident in analysing and interpreting data, with strong Excel skills
• excellent IT, numeracy, and organisational skills
• able to prioritise competing demands and manage your workload effectively
• communicate findings clearly and confidently to a range of audiences
• think creatively and proactively when solving problems
• work collaboratively to identify solutions and drive improvements
• strong focus on quality, accuracy, and continuous improvement
• adaptable and able to respond to changing business requirements

Core Competencies

Demonstrates expertise in data analysis and reporting, with strong proficiency in Excel to support strategic decision-making and service improvement. Capable of delivering actionable insights and recommendations to enhance customer experience and operational efficiency.

Highest-signal resume keywords

• Data Analysis
• Excel Proficiency
• Performance Reporting
• Process Improvement
• Customer Insight

ATS Optimization Keywords Hard Skills

• Data Analysis
• Data Interpretation
• Performance Dashboard Management
• Report Production
• Evidence-Based Recommendations

Soft Skills

• Effective Communication
• Problem Solving
• Collaboration
• Organizational Skills
• Adaptability

Industry Keywords

• Customer Experience
• Service Improvement
• Performance Management
• Data Reporting
• Continuous Improvement

Tools & Technologies

• Excel