Trade Store Customer Care Specialist — Growth & Perks

Blackwoods; Melbourne; On-site; AUD 100,000 - 156,000; Part time

Job summary

Blackwoods in Melbourne seeks a Customer Care Reporting & Insights Analyst on a 6-month contract to deliver accurate reporting, data analysis and actionable insights that improve performance and decision-making. You will develop Excel-based reports and dashboards, consolidate data from multiple systems, automate processes and provide ad hoc analyses to support Customer Care leadership.

Strong Excel, Power BI, Power Query and Power Automate skills are essential to turn complex data into clear

Qualifications

• Experience in business reporting, operational analytics or performance analysis within customer service or contact centre environments.
• Ability to produce reliable, timely reporting and translate data into actionable insights.

Responsibilities

• Prepare, maintain and distribute regular operational and performance reports.
• Analyse customer care data to identify trends, performance gaps and improvement opportunities.
• Develop and enhance Excel-based reporting, dashboards and analytical tools.
• Consolidate and interpret data from multiple business systems and sources.
• Streamline and automate reporting processes to improve efficiency, accuracy and consistency.
• Support ad hoc analysis and reporting requirements for Customer Care leadership.

Skills

Advanced Excel

Data literacy

Operational reports

Data insights

AI analytics

Stakeholder engagement

Tools

Power BI

Power Query

Power Automate

Job description

Job Description

Role Brief: Customer Care Reporting & Insights Analyst

Contract Duration: 6 months

Function: Customer Care, Customer & Commercial

Role Type: Business-based contract resource

Reporting to: Quality & Performance Lead

Location: Melbourne

Support Customer Care through the delivery of accurate, timely reporting, data analysis and actionable insights to improve operational performance, customer outcomes and management decision-making.

Key Responsibilities

• Prepare, maintain and distribute regular operational and performance reports.
• Analyse customer care data to identify trends, performance gaps, emerging issues and improvement opportunities.
• Develop and enhance Excel-based reporting, dashboards and analytical tools.
• Consolidate and interpret data from multiple business systems and sources.
• Streamline and automate reporting processes to improve efficiency, accuracy and consistency.
• Support ad hoc analysis and reporting requirements for Customer Care leadership.

Key Skills & Capabilities

• Advanced Excel proficiency , including pivot tables, complex formulas, data manipulation and reporting.
• Strong data literacy, analytical thinking and attention to detail.
• Experience developing operational reports, dashboards and performance insights.
• Ability to translate data into clear, practical business insights.
• Strong working knowledge of Excel, Power Query, Power BI and Power Automate experience highly desirable.
• Exposure to AI-enabled analytics, automation and productivity tools advantageous.
• Ability to work independently and engage effectively with operational stakeholders.

Ideal Background

Experience in business reporting, operational analytics or performance analysis, ideally within a customer service, contact centre or operational environment.

Key Deliverable: Reliable business-as-usual reporting, improved visibility of Customer Care performance and more efficient, insight-driven reporting processes.