Essex County Council
Customer Operational Intelligence Lead
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About The Role
Customer Operational Intelligence Lead
Fixed Term, Full Time
£29,785 to £35,041 per annum
Location: Chelmsford
Working Style: Anywhere worker
Closing Date: 22nd September 2026
Please note that visa sponsorship is not available for this role. Applicants must have a current, unrestricted right to work in the UK.
Please note this vacancy is available as a fixed term contract or secondment opportunity for up to 12 Months.
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
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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.
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Producing business intelligence
- Prepare routine and ad hoc reports, dashboards and summaries that provide clear visibility of performance trends, customer demand and service activity.
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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.
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Stakeholder support
- Maintain positive working relationships with colleagues across Customer Services, providing data and reporting support as required.
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Supporting continuous improvement
- Support Analysts and managers by providing data that informs service improvements and contributes to a consistent, customer focused approach to quality.
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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.
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Performance objectives
- Deliver assigned tasks and goals as agreed within the performance management framework.
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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.
Skills, Knowledge And Experience
- 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.
To read more about our business area, please visit: Place and Customer
Why Essex?
As one of the largest and most dynamic UK local authorities, Essex offers a stimulating public service environment. Covering over 1,420 square miles and serving 1.8 million residents, we’re committed to transformational change and delivering better quality at lower cost. Recognised in the top three of the latest IMPOWER index for productivity, we ensure everyone matters in Everyone's Essex. With flexible working options and a focus on innovation, whether you are looking to develop your career or contribute to the local community, Essex is the ideal place for you.
In March 2026, the Government announced that councils in Greater Essex will be reorganised into five new unitary authorities from April 2028. In addition to this, Greater Essex has been accepted on to the devolution priority programme, where we will work towards establishing a Mayoral Combined County Authority. You can read more about these changes, and what this may mean for this role, on our careers site.
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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.
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.
At Essex County Council, we value integrity and ethical behaviour. We kindly ask that you embrace our code of conduct and the Nolan principles, including throughout the recruitment process. Your commitment to these standards helps us maintain a positive and respectful workplace for everyone.
As part of employment with Essex County Council (ECC) should your role require a DBS check you will be required to register with the DBS update service. The DBS update service ensures all registered DBS certificates are kept up to date and allows authorised parties to view the status of your certificate. This is an annual subscription, and you will be responsible for ensuring this is maintained. For further information on the DBS update service please go to https://www.gov.uk/dbs-update-service
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.
If you would like to be kept up to date on other relevant opportunities, blogs, news, events and industry related news at Essex County Council, please join The Essex Talent Community
If you have queries on this role or require anything further, please email ami.fosker@essex.gov.uk
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