Contract: Permanent
Working Hours: 37 hours per week *
Salary: Grade 8 – £40,476 to £43,693
Location: Hybrid* - Service locations across Essex
Closing Date: 12pm, Wednesday 10th September 2025
*We are open to discuss working arrangements including flexibility over hours and location, however the expectation is that, as a hybrid role your work will be balanced between home and Services facilities, and you will be expected to attend the Service premises for at least 3 days of a 5-day working week.
The Role
Are you passionate about using insight to drive meaningful change? Do you thrive on improving processes and delivering better outcomes for communities? We're looking for a proactive and solution-focused individual to lead our customer insight and evaluation work within the Prevention team.
As the Customer Insight and Evaluation Lead, you'll play a key role in shaping how we understand and respond to the needs of our communities. You'll lead on embedding insight into our prevention strategies, ensuring our services are inclusive, effective, and continuously improving.
* Developing insight-driven approaches across Prevention
* Managing customer satisfaction KPIs and translating data into actionable improvements
* Line managing a small team, including Customer Service Data and Performance Officer and Community Wellbeing Officers
* Collaborating across departments to map customer journeys and improve service delivery
* Championing a culture of continuous improvement and innovation
* Supporting the implementation of automated quality assurance systems
* Deputising for the Live Safe and Customer Insight Manager when required
We're seeking someone who brings energy, positivity, and a can-do attitude to their work. You'll be a natural problem-solver who sees challenges as opportunities and is always looking for ways to improve how we do things. You'll have experience in customer insight, evaluation, or service improvement, and be confident working with data, systems, and people.
You'll also be a strong communicator, able to engage colleagues at all levels and inspire a shared commitment to putting the customer at the heart of everything we do.
* Level 3 standard of education (NVQ / A-Level) or equivalent experience demonstrating numeracy and literacy.
* Strong experience in Customer Insight and/or Evaluation roles, with a strong understanding of industry-leading practices and methodologies.
* Proven leadership in managing and developing staff, with the ability to effectively present complex, sensitive, or contentious information to diverse audiences.
* Confident in presenting complex information, influencing stakeholders and improving service delivery through strategic thinking and collaboration.
You will be required to submit a CV detailing a minimum of five years employment and / or education history, along with a supporting statement of no more than 750 words that demonstrates how you meet the essential criteria detailed in the Person Specification.
You may submit this either as a word document, pdf, or an mp3 (voice note) or mp4 (video), however the word count of your supporting statement should not exceed 750 words no matter which format you choose to present your application.
You may attach separate documents (such as qualifications) should you wish. Your CV and additional documents will be referred to in shortlisting to confirm eligibility (e.g., your current role and any existing qualifications).
Assessment and selection:
Application & shortlisting (assessment of your supporting statement will be made against the essential criteria of the Person Specification) will be in week commencing 8th September 2025
Stage 2
Role specific panel interview and presentation. Further details will be provided after shortlisting.
Interviews will be held in the week commencing 22nd September 2025
Assessments will be made against positive indicators taken from the Code of Ethics NFCC Leadership Framework and our values and behaviours.
There will be a question around Safeguarding.
Should you wish to have an informal discussion with regards to the role, please contact Claire Monk on or )
Here at Essex County Fire and Rescue Service we are committed to prioritising and promoting the wellbeing of our employees.
You can find out more about our benefits at
Important Information for Firefighter Pension Scheme Pensioners
If you are currently in receipt of a pension from the Firefighter Pension Scheme, please note that taking up this role may affect your pension. Under pension abatement rules, if your earnings in this role, when combined with your pension, exceed your pre-retirement salary (adjusted for inflation), your pension may be reduced.
For further guidance, please contact our Pensions team on or email mailbox.-
Essex Police, Fire and Crime Commissioner Fire and Rescue Authority is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all employees and volunteers to share this commitment.
It is our policy to require all applicants for employment to disclose if you are currently being investigated by any regulatory body or have any decisions or sanctions pending or in progress in respect of your suitability to work for the Service.
You agree to inform the Service within 24 hours if you are subsequently investigated by any agency or organisation in relation to concerns about your behaviour towards children, young people or vulnerable adults.
The information you provide will be treated as strictly confidential and will be considered only in relation to the appointment for which you are applying.
This role will be subject to a Disclosure and Barring Service (DBS) check.
We are an equal opportunities, Disability Confident, employer who welcomes applications from everyone and values diversity in our workplace. A commitment to promoting diversity and developing a work environment where all staff are treated with dignity and respect is central to our recruitment process and all applications will be considered solely on merit.
As part of our offer to support all our candidates to perform to the best of their abilities during our recruitment and selection processes and we would like to let you know about a couple of support options you can access, should you wish to, including our employee forums, who are keen and willing to support all of our potential colleagues.
Our employee forums and partners include:
Asian Fire Services Association (AFSA), BEING (our LGBTQ+ employee support network), Christian Fellowship, Ethnic Minority Forum, Men's Forum, and our Women's Forum. In addition, we also have a female firefighters operational group.
Further to the above, the Service has a Digital Accessibility Inclusion Group (DAIG) that supports all colleagues to improve their digital skills and provides additional support and guidance to colleagues with neurodivergent strengths and struggles as a result of dyslexia, ADHD, Autism, dyspraxia etc. We want everyone to thrive at work, and so we encourage and enable people to access digital tools to help them perform at your best. The DAIG is a group of colleagues from across the Service that unite to support others as a result of their lived experience and desire to make a difference. They support people with a range of visible and invisible disabilities to identify and access digital workplace adjustments and solutions and may be able to assist with your application too.
Should you wish to discuss support, or access further information, from one of these groups, please contact Equality.-
You are also able to raise any queries or requests for support, including any adjustments you may require, at any stage of the process by email to -
You can find out more about Essex County Fire & Rescue Service via and about our vacancies and application processes via
Job Type: Full-time
Pay: £41,771.00-£45,091.00 per year
Work Location: Hybrid remote in Witham CM8 3HB