Management Information Officer

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This range is provided by Macmillan Cancer Support. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Management Information Officer

Permanent: Full time (34.5 hours), Monday to Friday working either 8-4 or 9-5. Monday is a critical day for the role.

Location: Home-based (with a requirement to travel for team meetings around 2-3 days in a year)

Salary Range: £27,000 - £30,000 per annum

About us

At Macmillan you’ll find talented people working together to do whatever it takes to support people living with cancer. We’re going all out to find even better ways to help even more people who need our support. Our values are at the heart of who we are and everything we do, inspiring our thinking and guiding our actions.

About the role

• Leading on operational level analysis of customer and service information to provide insight of service performance and improvement opportunities focusing on delivering information to leverage efficiencies, hit key operational targets and reduce costs and overheads while maintaining excellent customer experiences.
• Work with the Resource and Delivery Service Manager, Resource Manager and the corporate Insight and Data team to combine multiple sources of data including service quality, service performance, customer demographics, customer experience, customer reach and workforce, to support a balanced scorecard view of the service.

In this role, some of your key accountabilities and responsibilities will be:

• Support the use of reporting tools and technologies to develop analytical outputs which support service improvement activities across all Macmillan Support Line teams.
• Ensure the management information team deliver service data and information around channels and services delivered through our service capabilities.
• Support the Resource Manager in setting clear service KPI’s which are aligned to strategic and operational goals.
• Work with the programme teams, IT and the Data team ensure the management information capabilities for our Macmillan Support Line have access to information at the right level and the right time to system and service data during service development programmes.
• Develop the relationship with the corporate Data and Insight team and facilitate access to data and information from key contact centre systems.
• Ensure data and data usage is GDPR compliant.
• Ensure all reports, data and information is produced to a high standard, understandable and relevant to key stakeholders.

About you

• Excellent understanding of call centre data and service information
• Advanced and in-depth Microsoft Excel skills (essential)
• Demonstrable experience of:
• Creating and maintaining data systems and data quality
• Working in a BI or MI team
• Developing and supporting service performance plans
• Supporting the development and monitoring of performance indicators
• Using reporting technologies including Power BI (desired) and Power Query (essential).
• Previous work experience that demonstrates a good understanding of the systems and technology used within a Contact Centre / Customer Service environment and a good understanding of contact centre performance best practices
• Proven ability to understand and interpret complex internal and external data and information requirements
• Proven ability to problem solve and present information clearly and concisely, presenting key messages in reports based on your analysis
• Understanding of call centre performance management methods including risk management
• Be proactive and have the ability to develop working relationships and practices across teams.
• Proven communication and interpersonal skills so that you can deliver outstanding customer service to internal and external customers

Recruitment Process

Provisional interview dates: Week commencing 15th December 2025. Interviews will be carried out virtually over Teams and are likely to last for up to 2 hours, involving a task based element and competency based interview questions.

To ensure fairness and consistency to select the best…