Customer Service Performance Analyst

Office based with some home working
£32,798 - £35,336 per annum
14 Jun 2022
06 Jul 2022
Job Ref
Job Type
Customer service
Contract Type
Full time permanent
Working Pattern

Digital and Customer Services is committed to putting the resident at the heart of what we do.

This is an exciting new role within our busy Customer Services team, delivering performance data and actionable insight to stakeholders across our organisation to improve resident experience.

We’d love to hear from you if you have experience of working with the latest analytical and reporting tools and have a flair for analysing quality, efficiency and customer need.

Working in Dudley Council Plus, you’ll be working with managers to develop a suite of management information and key performance indicator reports to optimise performance. Our customer office and call centre remain important ways for residents to contact us, and we’re excited to be developing our online self-service customer portal. You’ll be working closely with our Digital Front Door team to forecast, monitor and analyse the online take up and be ready to respond to changing contact patterns.  

This position will recommend and implement operational improvements as well as ensure adherence to operational practices and procedures. You will provide operational input into strategic planning as well as evaluate and implement new tools and technologies.

What we need you to do:

  • Develop a suite of management information and KPI reports to track performance across contact channels including our new self-service portal
  • Engage with operational stakeholders to improve accuracy of demand, scheduling and forecasting
  • Design, deliver, and maintain high quality data reports and infographics that are easy to read and understand for a diverse audience
  • Review and optimise customer service process and policies

We are committed to working in an agile way going forward, human connection being important so our offices continue to play a role and service as a places for spontaneous conversations, connection with customers and future collaboration.  On the other hand, where in depth data analysis and reporting is required within deadlines the flexibility and concentration enabled through home working is a must.

NB: We reserve the right to close vacancies prior to their advertised date if we receive a large number of applications.

So that we can demonstrate Dudley’s commitment to diversity and inclusion and to improve bias in the recruitment process that could create barriers for candidates. Your personal data will be anonymised when you apply, to ensure that you comply with our anonymisation process please ensure you have removed your name and date of birth from any attachments prior to uploading them to your application.

Online application forms will only be accepted for this vacancy, online facilities for jobs are available at public libraries within the Dudley Borough.

If you have a disability and require assistance in making an application please contact the HR Resourcing Team via

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Supporting documents
Customer Service Performance Analyst - Job Description & Person Specification
Benefits List

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