Turn operational data from support tools and ticketing systems into actionable insight.
Build, maintain and improve dashboards and performance reporting (e.g. Power BI / Tableau).
Produce regular KPI reporting, including: SLA performance, response/resolution times, first contact resolution, backlog volumes and ageing, and CSAT metrics.
Automate reporting where possible to improve consistency and efficiency.
Deliver trend and root-cause analysis, translating complex data into practical recommendations.
Support forecasting and capacity planning through modelling and scenario analysis.
Improve data integrity and reporting reliability by identifying gaps and strengthening data capture standards.

Requirements

Experience in a data/MI/insight role within customer support, service delivery, or an operational environment.
Strong BI tool capability (Power BI, Tableau or equivalent) and advanced Excel.
Confidence handling large datasets and presenting insight clearly to different audiences.
Bonus: SQL, Jira (or similar), and experience in Healthcare, Social Care or Education.

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

data analysisKPI reportingtrend analysisroot-cause analysisdata modellingdata integrityreport automationExcelSQL

Soft Skills

communicationpresentationproblem-solvinganalytical thinking