If you want to make a difference by having a positive impact on peoples’ lives, then a career with Independence Australia Group may be for you.

About Independence Australia

Independence Australia Group is a social enterprise that provides choice for people with a disability or other personal need, enabling them to regain and retain their independence within an inclusive community.
As a social enterprise, we redistribute the surplus funds generated through the sale of over 12,000 healthcare products, mobility aids, and equipment into programs that support people living with a disability.

About the role

We are looking for a highly analytical and self-driven Customer Service Reporting Analyst to join our Customer Service team. This newly created role will play a pivotal part in transforming how we use data to drive insights, performance, and strategic decision-making within our contact centre operations.
The successful candidate will be responsible for managing and improving existing reports, creating new analytical tools, and acting as the key liaison between the Customer Service and Business Intelligence (BI) teams.

• Lead Reporting & Analytics: Own all reporting and analytics functions within the Customer Service team, ensuring accurate, consistent, and actionable data outputs.
• Maintain & Develop Tools: Manage and improve key operational reporting tools (e.g. Excel-based resource planners), while creating ad hoc reports to support performance management and process improvements.
• Build & Automate Reporting Solutions: Design and automate dashboards and reports using SQL, Grafana, and Power BI to meet evolving business needs.
• Cross-Functional Collaboration: Work closely with BI, eCommerce, leadership, and frontline supervisors to deliver timely insights and ensure data integrity.
• Drive Insight & Optimisation: Proactively identify gaps, optimise reporting processes, and provide data-driven input to enhance customer service strategy and operations.

About You

• Prior experience working within reporting or operational analytics in a contact/call centre environment is a must.
• Strong technical capability in Excel (advanced level), Power BI, SQL programming and/or Grafana, for dashboard/report development.
• Degree or certification in Data Analytics, Business Intelligence, or a related field is beneficial but not essential.
• Experience creating, maintaining, and automating regular reports (daily, weekly, monthly, ad hoc).
• Ability to work independently, take ownership, and proactively identify improvements.

Why work with us

As a valued member of our team, you have access to a range of benefits and perks to ensure you thrive at Independence Australia Group, including:

• Access salary packaging benefits to increase your take home pay by reducing your taxable income.
• As a social enterprise, we aren’t solely reliant on external funding which means better job security allowing you to focus on providing quality care and service to our customers.
• A supportive and inclusive team environment, and modern offices.
• Advance your career with opportunities for training and professional development including paid training time for all on-the-job learning and paid study leave for approved courses.
• Superannuation paid fortnightly to help grow your super balance faster.

Work with Purpose

Are you looking for a rewarding career that makes a positive impact on people’s lives? Join the Independence Australia Group team to help thousands of Australians living with disability and personal need lead fulfilling and independent lives.
Be part of a team that values equity, empathy, respect and quality underpinned by our four guiding principles:

• Customer Centric: Ensuring that customers have choice and control is paramount in our decision making.
• Valued People: Encouraging and rewarding innovation and excellence, recognition, and feedback.
• One Organisation: Sharing a common purpose supported by positive contributions, clear responsibilities, and accountability.
• Strive for Excellence: We value and reward innovative thinking, proactivity, resourcefulness, and responsiveness.

For a rewarding career where you can make a real difference and positive impact on peoples’ lives, APPLY NOW.

Commitment to Diversity

Independence Australia Group is an equal opportunity employer and believe our people should reflect the diverse communities we operate in. We encourage applications from people with a disability, CALD, LGBTQIA+ and Aboriginal and Torres Strait Islander peoples to apply.