Job Description:

Business Intelligence and Customer Service Lead

Maritime and Coastguard Agency

Apply before 11:55 pm on Sunday 7th June 2026

📍 Location: Cardiff, Southampton (This role is suitable for hybrid working)

💷 Salary: £44,241 - A Civil Service Pension with an employer contribution of 28.97%

🕘️ Contract Type: Permanent – Flexible working, Full-time, Job share, Part-time

🏆️ Available Positions: 1

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

For more information about the role and responsibilities, please see the full advert on CS Jobs using the link provided.

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 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