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 flexible working options.
- Other info: Access excellent career development opportunities and join a diverse, inclusive workforce.
- Why this job: Make a real impact by improving services and driving digital transformation in a dynamic environment.
- Qualifications: Experience in BI, strong skills in Power BI, Python, and SQL are essential.
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
- Continuous Improvement & Change
Benefits
- Employer pension contribution of 28.97% of your salary.
- 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 at CS Jobs using the link provided. This vacancy closes at 23:55 on Sunday 7th June 2026.
Business Intelligence and Customer Service Lead in Southampton employer: Maritime & Coastguard Agency
The Maritime and Coastguard Agency (MCA) is an exceptional employer, offering a supportive work culture that prioritises employee well-being and professional growth. With flexible working options, generous pension contributions, and a commitment to continuous improvement, employees are empowered to thrive in their roles while contributing to vital maritime services. Join a diverse team dedicated to making a positive impact on customers and the environment in the vibrant locations of Cardiff and Southampton.
Contact Details:
Maritime & Coastguard Agency Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Business Intelligence and Customer Service Lead in Southampton
✨Get to Grips with Data Visualisation Tools
If you're aiming for a full-time role in business intelligence, brush up on your skills with popular data visualisation tools like Tableau or Power BI. Showcasing projects where you've transformed raw data into clear visual insights can give you a real edge.
✨Join Local Business Intelligence Meetups
Look for local business intelligence meetups or analytics conferences in your area. These events are not just great for learning but also for networking with industry professionals who could lead you to opportunities at companies like Maritime & Coastguard Agency!
✨Engage with Online BI Communities
Join online forums or communities focused on business intelligence—think LinkedIn groups, Reddit threads, or even dedicated Slack channels. Engage actively by sharing your insights and asking questions; this can help you build visibility and connect with potential employers.
✨Leverage Your University’s Career Support
If you're a recent graduate, definitely tap into your university's career services. Many have connections with companies in need of full-time BI specialists, and they can guide you on how to pitch yourself effectively—don't miss out on that!
We think you need these skills to ace Business Intelligence and Customer Service Lead in Southampton
Some tips for your application 🫡
Highlight Your Analytical Skills:In the business intelligence field, showcasing your analytical skills is a must. Make sure your CV includes relevant experience with data analysis tools, programming languages like SQL or Python, and any projects where you've interpreted complex data sets to drive business decisions.
Showcase Your Business Acumen:Don't just focus on data; show us how you can apply your insights to real-world business problems. Highlight projects where you made a tangible impact on company performance, and be prepared to explain your thought process in your cover letter.
Tailor Your Documents for Us:When applying for a full-time role at Maritime & Coastguard Agency, tailor your CV and cover letter to reflect our organisational goals and strategies. Mention specific tools and methodologies that align with what we do—this shows you’ve done your homework and are genuinely interested in our mission!
Include Relevant Certifications:Certifications like Google Data Analytics or similar qualifications can really make you stand out in business intelligence. Include these in your application, as they demonstrate your commitment to the field and your willingness to stay current with industry standards.
How to prepare for a job interview at Maritime & Coastguard Agency
✨Show off your analytical skills
In a business intelligence role, you're going to need to demonstrate your analytical prowess. Be prepared to discuss specific tools you've used, like SQL, Tableau, or Power BI. Have real-world examples ready where you’ve turned data into actionable insights – this is what makes us shine in interviews!
✨Practice your technical know-how
Expect some technical questions during the interview that dive deep into your understanding of data modelling and analytics frameworks. Brush up on your knowledge of data warehousing concepts and be ready to tackle any real case scenarios they might present. They’ll want to see how you approach problems using your BI toolkit.
✨Portfolio of Projects
Since it's a full-time role, having a strong portfolio is key! Compile case studies demonstrating your previous projects, preferably showing how your insights led to business improvements. This can help us display how you think through complex datasets and your problem-solving process, which is what employers are keen on seeing.
✨Know their business model
Get familiar with Maritime & Coastguard Agency’s business model and recent data-driven decisions. Be prepared to discuss how your skills can specifically support their objectives or challenges. Understanding their landscape shows that you’re not just a data buff, but you’re also genuinely interested in how BI can impact their bottom line.
