Business Intelligence and Customer Service Lead

Details
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Reference number

461163

Salary

£44,241
A Civil Service Pension with an employer contribution of 28\.97%
GBP

Job grade

Senior Executive Officer### Contract type

Permanent### Business area

MCA \- UK Customer Maritime Services### Type of role

Business Management and Improvement

Customer Insight

Project Delivery### Working pattern

Flexible working, Full\-time, Job share, Part\-time### Number of jobs available

1
Contents
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• Location


• About the job


• Benefits


• Things you need to know


• Apply and further information

Location
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Cardiff, SouthamptonAbout the job
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Job summary

Do you want to shape data‑driven decision‑making at a national regulator, turning insight into better services for customers and stakeholders?

Are you an experienced Business Intelligence leader who enjoys translating complex data into clear insight that influences senior leaders and drives performance?

Can you lead teams through digital transformation, improving data maturity, and embedding evidence‑based decision‑making?

If so, we’d love to hear from you!

The Maritime and Coastguard Agency (MCA) is seeking a Business Intelligence and Customer Service Lead to join the UK Customer Maritime Services (UKCMS) which operates as part of the MCA regulatory function.

Our mission is to deliver the best possible service to our customers and stakeholders. We aim to do this through operational efficiency, utilising the data gathered and analysis to continuously improve our service offering and exceed expectations. Customer feedback is at the heart of our decision\-making process, ensuring that our people, our customers, and our planet are at the forefront of everything we do.

This opportunity sits within the Customer Operations Team which is made of The Registry of Shipping and Seaman based in Cardiff and the Seafarer Operations team based in Southampton. Delivering accurate and timely business information is crucial to the growth and development of our customer facing teams.

Joining our department comes with many benefits, including:

• Employer pension contribution of 28\.97% of your salary. Read more about Civil Service Pensions here


• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays and a privilege day for the King’s birthday


• Flexible working options where we encourage a great work\-life balance.

Read more in the Benefits section below!

Find out more about what it's like working at: Maritime and Coastguard Agency \- Department for Transport Careers

Job description

As the Business Intelligence and Customer Service Lead, you will shape UKCMS data driven decision making, overseeing the delivery of high\-quality reporting and insight to support business strategy. Acting as a technical expert and strategic partner, you will lead the BI roadmap, improve data literacy and support delivery of SLAs and KPIs, deputising for the Head of Customer Operations as required. You will lead Quality Assurance and Finance and Regulatory teams across Southampton and Cardiff, driving high quality customer services, digital transformation and continuous improvement.

Your responsibilities will include, but aren’t limited to:

Data, Insight \& Performance Leadership –

• Leading the data, insight and BI vision, embedding evidence‑based decisions and continuous improvement across Customer Operations.


• Delivering clear reporting, dashboards and performance frameworks for the UKCMS Business Operations senior leadership team.


• Embedding KPIs, metrics and forecasting to improve delivery, planning, risk management and data literacy.


• Providing evidence‑based Management Information (MI) with stakeholders to drive improvement, surface risks and agree mitigations.

Operational Management \& Service Delivery

• Meeting service levels, KPIs and targets across Customer Operations, deputising for the Head of Customer Operations as required.


• Overseeing day\-to\-day delivery, managing risk, capacity and performance to keep services efficient, resilient and customer focused.


• Planning and managing workflows to deliver finance, management information and quality assurance requirements.


• Maintaining and reporting on the quality management system to ensure high operational standards.

Business \& Resource Management

• Overseeing resource planning, deployment and prioritisation to ensure teams have the capacity and skills to meet business needs.


• Coordinating corporate services (travel, estates, finance, ICT and recruitment), ensuring timely, compliant support.

Stakeholder Engagement \& Leadership

• Acting as senior operational and insight partner to leaders, building strong relationships to support delivery and continuous improvement.


• Presenting operational performance, risks and improvement plans clearly and confidently to senior audiences.

Continuous Improvement \& Change

• Driving continuous improvement initiatives using data, customer feedback and operational insight.


• Supporting business change, digital transformation and efficiency initiatives aligned to MCA priorities.


• Capturing learning and best practice to improve ways of working and strengthen operational resilience.

Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills they need. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public.

For further information on the role, please read the role profile*.* Please note that the role profile is for information purposes only \- whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.

Person specification

Required experience:

To be successful in this role you will need to have the following experience:

• Operational management


• Extensive experience in BI, analytics, or data‑focused roles.


• Strong proficiency with Power BI and data modelling.


• Proven ability to lead projects and mentor team members.


• Working knowledge of Python \& SQL


• Excellent communication skills, with the ability to influence senior stakeholders.


• Strong business acumen and understanding of organisational strategy.


• Ability to manage multiple priorities in a dynamic environment.


• Familiarity with statistical modelling, machine learning, or advanced forecasting.


• Experience improving BI maturity or leading data transformation initiatives.

Additional Information

Operational Delivery Profession (ODP) is the largest and most diverse professional community across the Civil Service. Many of us will have an association with several professional communities or specialisms, ODP applies to all public facing roles / or a role that is primarily aligned to supporting the work of those with public facing roles. All critical to the delivery of UK public services*.*

Working hours, office attendance and travel requirements

Full time roles consist of 37 hours per week. Whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement for the successful candidate to be able to work at least 30 hours per week.

This role is suitable for hybrid working, which is a non\-contractual arrangement where a combination of workplace and home\-based working can be accommodated subject to business requirements.

The expectation at present is a minimum of 60% of your working time a month will be spent at either your designated workplace (one of the locations cited in the advert) or, when required for business reasons, in another office/work location/visiting stakeholders. Your designated workplace will be your contractual place of work. There may be occasions where you are required to attend above the minimum expectation.

Regular travel to other offices will be required which may involve overnight stays.

If you have a question about hybrid working, part time/job share hours, flexible working, travelling for work, or require a reasonable adjustment, please contact the Vacancy Holder during the recruitment process to avoid possible disappointment later in the process should your working arrangements not be compatible with the requirements of the role (see below for contact details).

Visa Sponsorship

Please note that we will only offer sponsorship for a skilled worker visa where a role has been deemed to be business critical. This role does not meet that category, and we will not sponsor a visa. Therefore, this role is not open to applications from those who require sponsorship – candidates must ensure they have the appropriate right to work in the UK before applying. Should you apply for this role and be found to require sponsorship, your application will be rejected and any provisional offer of employment withdrawn.

Behaviours

We'll assess you against these behaviours during the selection process:

• Seeing the Big Picture


• Changing and Improving


• Leadership


• Communicating and Influencing


• Managing a Quality Service

Benefits
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Alongside your salary of £44,241, Maritime and Coastguard Agency contributes £12,816 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits:

• Employer pension contribution of 28\.97% of your salary. Read more about Civil Service Pensions here


• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave).


• 8 Bank Holidays plus an additional Privilege Day to mark the

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