Customer Engagement Lead

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 aren't limited to: Acting as primary lead for all formal contact with innovators and liaising with all stakeholders.Managing all initial enquiries from Government programmes, effectively promoting the Innovation Hub as a centre for collaboration and forward-thinking solutions.Supporting the Senior team to ensure all customer engagement activities are successful and all enquiries are followed up with prospective customers.Leading the customer engagement team and managing the pipeline of customer feedback and insights.Championing, and delivering great customer service, including dispute resolution.Accountability for the accurate management and data integrity of the Customer Relationship Management (CRM) systems.Communicating effectively with internal teams and external stakeholders at all levels.Building, maintaining and utilising a strong professional network across MCA's 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.

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?, Disability Confident About Disability Confident A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .

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 King's 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