At a Glance
- Tasks: Lead data-driven decision making and enhance customer service through insightful reporting.
- Company: Join the Maritime and Coastguard Agency, committed to operational excellence and customer satisfaction.
- Benefits: Enjoy a competitive salary, generous pension contributions, and 25 days annual leave plus bank holidays.
- Other info: Flexible working options and great career development opportunities await you!
- Why this job: Make a real impact by shaping business intelligence and improving services for customers and stakeholders.
- Qualifications: Experience in BI, strong skills in Power BI, Python, SQL, and excellent communication abilities.
The predicted salary is between 44241 - 44241 £ per year.
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. 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.
Top Responsibilities
- Data, Insight & Performance Leadership
- Operational Management & Service Delivery
- Business & Resource Management
- Stakeholder Engagement & Leadership
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 King’s birthday. Access to the staff discount portal. Excellent career development opportunities and the potential to undertake professional qualifications relevant to your role paid for by the department, such as CIPD, Prince2, apprenticeships, etc. Joining a diverse and inclusive workforce with a range of staff communities to support all our colleagues. 24-hour Employee Assistance Programme providing free confidential help and advice for staff. Flexible working options where we encourage a great work-life balance.
About You
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.
How to Apply: Read the full description and apply here: https://bit.ly/4e3qnkS. This vacancy closes at 23:55 on Sunday 7th June 2026.
Business Intelligence and Customer Service Lead in Cardiff employer: Maritime and Coastguard Agency
The Maritime and Coastguard Agency (MCA) is an exceptional employer, offering a dynamic work environment in Cardiff and Southampton with a strong commitment to employee development and well-being. With generous benefits including a Civil Service pension with a substantial employer contribution, 25 days of annual leave, and opportunities for professional qualifications, the MCA fosters a culture of inclusivity and support. Employees enjoy flexible working arrangements that promote a healthy work-life balance while contributing to meaningful public service through data-driven decision-making and customer-focused initiatives.
Contact Details:
Maritime and Coastguard Agency Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Business Intelligence and Customer Service Lead in Cardiff
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their mission and how your skills align with their goals. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your achievements effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Business Intelligence and Customer Service Lead in Cardiff
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in operational management and BI. We want to see how your skills align with the role, so don’t hold back on showcasing your data-focused achievements!
Showcase Your Technical Skills:Since this role requires strong proficiency in Power BI and data modelling, be sure to mention any relevant projects or experiences. We love seeing how you’ve used these tools to drive insights and improve services.
Communicate Clearly:Excellent communication skills are key for this position. When writing your application, keep it clear and concise. We want to understand your thought process and how you can influence stakeholders effectively.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity. We can’t wait to hear from you!
How to prepare for a job interview at Maritime and Coastguard Agency
✨Know Your Data Inside Out
As a Business Intelligence and Customer Service Lead, you'll need to demonstrate your expertise in BI and analytics. Brush up on your knowledge of Power BI, Python, and SQL. Be ready to discuss specific projects where you've used these tools to drive insights and improve service delivery.
✨Showcase Your Leadership Skills
This role involves leading teams and mentoring others. Prepare examples of how you've successfully led projects or initiatives in the past. Highlight your ability to influence stakeholders and manage multiple priorities, as this will be crucial for the operational management aspect of the job.
✨Understand the MCA's Mission
Familiarise yourself with the Maritime and Coastguard Agency's goals and values. Be prepared to discuss how your experience aligns with their mission to deliver excellent customer service and operational efficiency. Showing that you understand their focus on customer feedback will set you apart.
✨Prepare Questions for Them
Interviews are a two-way street! Think of insightful questions to ask about the team dynamics, the BI roadmap, and how they measure success in customer service. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
