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
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those at the Maritime and Coastguard Agency. A friendly chat can open doors that applications alone can't.
✨Tip Number 2
Prepare for interviews by researching the MCA's recent projects and initiatives. Show us you’re genuinely interested in their mission and how you can contribute to their goals.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've used data to drive decisions or improve customer service. We love hearing about real-life experiences.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our team.
We think you need these skills to ace Business Intelligence and Customer Service Lead in Southampton
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 relevant achievements!
Showcase Your Data Skills:Since this role is all about data-driven decision making, be sure to emphasise your proficiency with Power BI, Python, and SQL. We love seeing candidates who can demonstrate their technical expertise and how it can benefit our team.
Communicate Clearly:Your communication skills are key, especially when influencing senior stakeholders. Use clear and concise language in your application to show us you can convey complex ideas effectively. Remember, we’re looking for clarity and impact!
Apply Through Our Website:Don’t forget to apply through the CS Jobs link provided! It’s the best way for us to receive your application 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 & 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, so be prepared to share examples of how you've successfully managed projects and guided team members. Highlight your experience in operational management and how you've influenced stakeholders in previous roles.
✨Emphasise Continuous Improvement
The Maritime and Coastguard Agency values continuous improvement, so come armed with examples of how you've implemented changes that enhanced performance or customer satisfaction. Discuss any data transformation initiatives you've led and the impact they had on the organisation.
✨Engage with Stakeholders
Strong communication skills are key for this position. Prepare to talk about how you've engaged with senior stakeholders in the past. Think of specific instances where your ability to influence decisions made a difference, and be ready to explain your approach to stakeholder engagement.
