Customer Engagement Lead

Have you got experience of leading a customer service engagement team?

Do you enjoy co-ordinating events and managing communications that help to strengthen relationships and foster collaboration?

Can you provide excellent stakeholder engagement?

If so, wed love to hear from you!

The Maritime and Coastguard Agency (MCA) is seeking a Customer Engagement Lead to join the UK Customer Maritime Services (UKCMS) to support our mission to deliver the best possible service to customers and stakeholders.

The Innovation Hub is a collaborative environment designed to accelerate innovation across the maritime and related sectors. Our mission is to connect industry, academia, and government to deliver forward-thinking solutions that improve safety, sustainability, and efficiency. Customer engagement is central to our success ensuring stakeholders are informed, supported, and actively involved in shaping innovation projects.

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 Kings 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

As the Customer Engagement Lead you will act as the first point of contact for Innovation Hub customers and partners, supporting engagement activities and ensuring a high-quality experience throughout their journey. You will help coordinate events, manage communications, and maintain accurate records to strengthen relationships and foster collaboration.

Your responsibilities will include, but arent limited to:

1. Acting as primary lead for all formal contact with innovators and liaising with all stakeholders.
2. Managing all initial enquiries from Government programmes, effectively promoting the Innovation Hub as a centre for collaboration and forward-thinking solutions.
3. Supporting the Senior team to ensure all customer engagement activities are successful and all enquiries are followed up with prospective customers.
4. Leading the customer engagement team and managing the pipeline of customer feedback and insights.
5. Championing, and delivering great customer service, including dispute resolution.
6. Accountability for the accurate management and data integrity of the Customer Relationship Management (CRM) systems.
7. Communicating effectively with internal teams and external stakeholders at all levels.
8. Building, maintaining and utilising a strong professional network across MCAs technical and regulatory functions to support innovation customers journeys.

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.

Essential Licenses:

1. A valid passport for international travel

You will be required to provide evidence that you hold any essential licenses at some point during the recruitment process. If you cannot provide evidence, your application will be withdrawn.

Required Experience:

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

1. Experience in running a customer service or stakeholder engagement team.
2. Proven ability to communicate with stakeholders at all levels.
3. Proven ability to manage multiple priorities and deliver at pace.
4. Experience of working with Customer Relationship Management (CRM) systems and digital engagement tools.

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

This role is full time only. Applicants who wish to work an alternative pattern are welcome to apply however your preferred working pattern may not be available and you should discuss this with the vacancy holder before applying. Full time roles consist of 37 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.

Some working outside of conditioned hours to support events and engagement activities will be required.

Some attendance will be required at national and international exhibitions, conferences and seminars to market/promote the Innovation Hub with UK and overseas.

If you have a question about hybrid working, 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.