Suffolk County Council
Management Information and Customer Engagement Officer
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Suffolk County Council
Address: Endeavour House, Ipswich, IP1 2BX - Hybrid
Salary: £34,434 per annum (pro rata)
Hours: 37 hours per week, flexible working options available
Contract: Fixed Term or Secondment for up to 12 months
We’re passionate about improving the future for our customers, our communities and the environment. If you are too, join us as a Management Information and Customer Engagement Officer and make a huge and meaningful impact. Your analysis and drive will help us to inform change and continue to improve our customer experience. Our opportunities and support will enable you to make a difference and leave a positive, lasting legacy.
Reimagine the possibilities.
Your role and responsibilities
Working closely with Customer First, the Insight and Intelligence Team, and colleagues across Adult Social Care (ASC) and Children and Young People Services (CYP), you will provide high-quality data analysis and customer insight that supports strategic priorities and service improvement.
You will be responsible for collecting, analysing, and interpreting data to help understand service performance, customer experience, and emerging trends. Using this information, you'll develop evidence-based recommendations that help shape decision-making and deliver meaningful change.
Key responsibilities include:
- Managing 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.
- Providing agent performance data to support staff development and performance management.
- Working with Customer First managers to identify opportunities for process improvement and more effective service delivery.
- Delivering regular insight reports on channel performance, including recommendations to enhance the customer experience.
- Adapting and developing reporting processes to meet changing business needs.
- Supporting the maintenance and reporting of council complaints data when required.
You will need
We're looking for someone who enjoys working with data, has a keen eye for detail, and is passionate about using insight to improve services.
You will:
- Be confident in analysing and interpreting data, with strong Excel skills.
- Have excellent IT, numeracy, and organisational skills.
- Be 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.
- Have a strong focus on quality, accuracy, and continuous improvement.
- Be adaptable and able to respond to changing business requirements.
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You can view a full list of requirements in the Job and Person Profile (Word) (JPP) [https://sccrecruit.blob.core.windows.net/assets/SCC/24300-Management-Information-and-Customer-Engagement.docx], which you can find in the ‘How to apply’ section towards the bottom of this advert.
If you believe you can succeed in this role, apply. Even if you don't meet all requirements, still apply. We would appreciate the opportunity to consider your application.
The team
You'll join the ASC Insight and Intelligence Team, reporting to the Customer Data and Insight Manager.
The team works closely with Customer First, Suffolk's multi-channel social care contact centre and the first point of contact for customers accessing Adult and Community Services, Children and Young People Services, and Mental Health services.
Together, we use data, insight, and customer feedback to understand performance, identify opportunities for improvement, and help ensure customers receive the best possible experience when accessing our services.
Empowering Everyone
We’re big believers in potential, possibility and the power of different ideas. We’re always searching for ways to encourage, respect and enable everyone to be the best they can be. We want to represent the diverse communities we serve. We welcome applications from all individuals, especially those from groups that are currently underrepresented in the organisation, as shown in our Workforce Equality Report. [https://www.suffolk.gov.uk/council-and-democracy/our-aims-and-transformation-programmes/the-councils-equality-and-inclusion-commitment-to-you]
For more information
Please contact Andy Jenner for a casual conversation. You can reach them by calling 01473 260905 or emailing andy.jenner@suffolk.gov.uk
As this is a secondment, please read the secondment policy first. Make sure you get permission from your current manager before submitting your application.
How to apply
Step 1 - Read the Job and Person Profile (Word). [https://sccrecruit.blob.core.windows.net/assets/SCC/24300-Management-Information-and-Customer-Engagement.docx]
Step 2 - Click ‘Apply Now’ to start your online application.
Step 3 - Upload a CV (Curriculum Vitae) (without name and personal details).
Please note: Without a CV, your interest will not be progressed. Any supporting documents must be in either PDF or MS Word format.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
For guidance on completing your application, please see our How to Apply page [https://www.suffolkjobsdirect.org/#en/sites/CX_3001/pages/657088].
Planning to use Artificial Intelligence (AI)? Please ensure your application still reflects your own skills, experience and ideas. If used inappropriately, your application may not be processed. Please read our guidance for using AI [https://www.suffolkjobsdirect.org/#en/sites/CX_3001/pages/764097] to understand what’s acceptable.
Do you need any reasonable adjustments to help you to apply? If you are disabled and/or have additional support needs, you can request reasonable adjustments. You can do this by contacting our Recruitment Team at recruitment@suffolk.gov.uk or 03456 014412. You can find examples of possible adjustments on our Reasonable Adjustment pages [https://www.suffolkjobsdirect.org/#en/sites/CX_3001/pages/757078].
Closing date: 11.30pm, 9 August 2026.
This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS (Disclosure and Barring Service) checks or police vetting will be required for relevant posts. #LI-Hybrid
As a modern and effective council, we offer a wide variety of careers to suit people with a range of skills, abilities and ambitions. We offer working options that flex to reflect the way people work today and take the time to understand and support your individual needs. We’re driven to make a positive difference to the world around us and encourage everyone with drive and focus to join us and build an influential and impactful career. Reimagine the possibilities.
In return, you’ll enjoy:
- up to 29 days annual leave entitlement (pro rata), plus UK bank holidays and two paid volunteering days
- membership of a competitive Local Government Pension Scheme (LGPS)
- travel, lifestyle, health and wellbeing benefits
- performance-related annual pay progression, in addition to an annual cost-of-living pay increase
- training and encouragement to expand your knowledge
- a variety of career development opportunities across our organisation
- diverse and active staff networks
- flexible working options, with the right to request flexible working from your first day
Plus lots more!
If you want to know more about our benefits, values and equality commitments please visit our Suffolk County Council careers website (careers.Suffolk.gov.uk) [https://careers.suffolk.gov.uk/].
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