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.

• Act as primary lead for all formal contact with innovators and liaise with all stakeholders.
• Manage all initial enquiries from Government programmes, promoting the Innovation Hub as a centre for collaboration and forward-thinking solutions.
• Support the Senior team to ensure all customer engagement activities are successful and all enquiries are followed up with prospective customers.
• Lead the customer engagement team and manage the pipeline of customer feedback and insights.
• Champion and deliver great customer service, including dispute resolution.
• Accountable for accurate management and data integrity of the Customer Relationship Management (CRM) systems.
• Communicate effectively with internal teams and external stakeholders at all levels.
• Build, maintain and utilise a strong professional network across MCA's technical and regulatory functions to support innovation customers journeys.

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. 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.

• 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