Customer Intelligence and Compliance Officer

North Yorkshire County Council; Pickering; Hybrid; GBP 27,000 - 30,000; Full time

Job summary

A local government council in North Yorkshire is seeking a Customer Intelligence and Compliance Officer to enhance service delivery through data analysis and reporting. This role involves collating customer intelligence, identifying improvement opportunities, and ensuring compliance with legislation. The ideal candidate will possess strong analytical skills and experience in customer service, alongside the ability to build effective relationships with stakeholders. A full clean driving licence is required for travel within the region.

Benefits

Shopping discounts

Home technology schemes

Health assistance program

Local government pension scheme

Qualifications

• Experience in data analysis and presenting findings.
• Practical understanding of using data and insight to identify emerging issues.
• Experience in a multi-channel customer service environment.
• High level of numerical, verbal and written skills.
• Ability to build effective relationships with colleagues and stakeholders.
• Full clean driving licence for travel.

Responsibilities

• Collate customer intelligence to create reports and customer stories.
• Identify continuous improvement opportunities through data insights.
• Contribute to improved customer experience.
• Ensure compliance with freedom of information requests.

Skills

Data analysis

Presenting findings

Customer service experience

Numerical skills

Verbal and written skills

Relationship building

Job description

Overview

Salary: £27,254-£29,064  

Grade: F

Contract Type: 2 Years fixed term

Working Hours: 37 hours per week between 08:00 – 17:30 with some flexibility required due to business need

Location: Pickering, North Yorkshire

Weekend Working: Not as standard but may be required due to business need

We are recruiting for a Customer Intelligence and Compliance Officer to join our successful team. This post is based within the Customer, Revenue and Benefits service within the Resources Directorate. This service provides customer services which enable the organisation and its partners to achieve their outcomes and continually improve the services we deliver to the people of North Yorkshire. The role will be based in either Ryedale or Northallerton, depending on which is closest for you, on a hybrid basis.

The Role

The Customer Intelligence and Compliance Officer will work within the Customer Forecasting and Planning function. You will support the Customer Intelligence and Compliance Co-ordinator to collate customer intelligence from across the Customer, Revenues and Benefits function to create reports and produce customer stories using data to help understand the performance of the service. You will contribute to identifying continuous improvement opportunities, developing business intelligence to highlight changes, innovative solutions and improvements from customer insight and performance data to deliver improved customer experience. The role is critical in complying with legislation around freedom of information requests and corporate complaints, ensuring all key stakeholders are kept informed and deadlines are adhered to.

Responsibilities

• Collate customer intelligence from across the Customer, Revenues and Benefits function to create reports and produce customer stories using data to understand performance.
• Identify continuous improvement opportunities and develop business intelligence to highlight changes and improvements from customer insight and performance data.
• Contribute to delivering an improved customer experience through data-informed insights.
• Ensure compliance with freedom of information requests and corporate complaints, keeping stakeholders informed and meeting deadlines.

Ideal/Qualifications

• Experience in data analysis and presenting findings.
• Practical understanding of using data and insight to identify and address emerging issues.
• Experience of working in a multi-channel customer service environment.
• High level of numerical, verbal and written skills to produce and present reports in a range of formats and present data effectively.
• The ability to build effective relationships with internal and external colleagues and stakeholders.
• A full clean driving licence as travel to other offices in North Yorkshire may be required.

What we can offer you

As a North Yorkshire Council employee, you will have access to some great benefits via our Everybody Benefits scheme such as shopping discounts, home technology and green car salary sacrifice schemes, financial well-being and health assured, our employee assistance programme, to assist with your health and wellbeing. You will also have access to our local government pension scheme, a generous plan for your retirement with the option to increase your monthly contribution if you so wish.

Contact and Apply

If you would like an informal discussion about our role, please contact Jade Hutchinson - [e-mail]

Applying is easy, simply click the apply button below, remove your details from your CV and upload by midnight on 14 September 2025

Key Documents

• Job Description
• Total Rewards

Key Dates

Closing Date: 14 September
Interview Date: Week commencing 23 September
Please note, the interview may take up to 4 hours.

North Yorkshire Councils' purpose is to deliver services and facilities to the diverse residents and visitors of North Yorkshire. NYC are committed to directly recruiting staff and will not accept applications nor services from agency suppliers in respect of our vacancies. We celebrate diversity and recognise each other's contributions; we therefore welcome applications from individuals of all backgrounds.

Apply now