Join to apply for the Customer Manager role at Maritime and Coastguard Agency
3 days ago Be among the first 25 applicants
Join to apply for the Customer Manager role at Maritime and Coastguard Agency
Job Summary
Do you have experience working in a fast paced, serviced-led, customer-facing environment and providing high quality customer service?
Cardiff
Job Summary
Do you have experience working in a fast paced, serviced-led, customer-facing environment and providing high quality customer service?
Can you communicate effectively verbally and in writing?
Are you confident at managing SLA's and KPI's?
If so, we'd love to hear from you!
We are recruiting a Customer Manager to lead and develop staff to ensure a focused and high-quality customer centric workforce here at the Maritime and Coastguard Agency (MCA).
The Maritime and Coastguard Agency (MCA) implements the government’s maritime safety policy in the United Kingdom and works to prevent the loss of life and occurrence of pollution on the coast and at sea.
Safer lives. Safer Ships. Cleaner Seas.
Our vision is to be a world-leading organisation, accelerating the transition to sustainable shipping with non-negotiable safety standards. We put our people, our customers and our planet at the heart of everything we do.
We are committed to giving all our colleagues purpose, professionalism and pride in what we do. We work in supportive, diverse and inclusive teams.
We want everyone to feel valued and supported to achieve their potential at MCA.
This culture of inclusion is underpinned by our staff networks groups covering, Women’s, LGBTQI+, Race, Carers, Mental Wellbeing and volunteer Respect Ambassadors.
Job Description
The UK Ship Register (UKSR) is part of the Maritime and Coastguard Agency (MCA) and works to promote the UK flag worldwide. Within the UKSR the Registry of Shipping & Seaman (RSS) in Cardiff is responsible for providing front-line Customer Service and the issuing of Ships Registration and Seafarers Documentation.
Reporting to the Customer Contact Manager, the Customer Manager is responsible for the delivery of first-class customer service through management of front-line, multiskilled customer service teams. Pro-actively managing performance to ensure customer needs and MCA Service standards are met. Managing flexible deployment of staff to cover customer demand and implementing initiatives to support MCA corporate objectives and staff development. Engaging and developing staff, ensuring a focused and high-quality customer centric workforce.
The Contact Centre Operates 7 Days Per Week:
Mon – Fri 7.30am – 6.00pm
Sat – Sun 9.00am – 4.00pm
This role participates in a rota which covers the opening hours including early starts and late finishes.
There is also a requirement to work 1 in 6 weekends on a rota basis and some bank holidays.
Your Responsibilities Include But Are Not Limited To:
* Direct line management of a multi-skilled Customer Service team with indirect responsibility for Customer Service Agents outside the team during rota'd shifts (including early morning, evening and weekends).
* Responsible for ensuring MCA Service Standards are met through daily performance monitoring and analysis, coaching and development of teams .
* Monitor the team and customer-driven online activity, pro-actively managing resource to achieve gold standard customer service by aiming for a departmental Abandon Rate of 3% and Service level above 95%. Put in place action plans as required for team members who are not meeting productivity targets, providing support and coaching as required.
* Monitor the team workload and pro-actively manage resource to achieve SLAs for customer requests ensuring GDPR compliance at all times.
* Manage escalated complaints or staff referrals for complex applications and customer enquiries.
* Participate in recruitment campaigns as required by the Customer Contact Manager.
* Work as part of a management team as directed to co-ordinate corporate projects, share best practice, provide support and ensure consistency and resource cover across the department.
For further information, please see the role profile attached.
The UK Ship Register (UKSR) is part of the Maritime and Coastguard Agency (MCA) and works to promote the UK flag worldwide. Within the UKSR the Registry of Shipping & Seaman (RSS) in Cardiff is responsible for providing front-line Customer Service and the issuing of Ships Registration and Seafarers Documentation.
Reporting to the Customer Contact Manager, the Customer Manager is responsible for the delivery of first-class customer service through management of front-line, multiskilled customer service teams. Pro-actively managing performance to ensure customer needs and MCA Service standards are met. Managing flexible deployment of staff to cover customer demand and implementing initiatives to support MCA corporate objectives and staff development. Engaging and developing staff, ensuring a focused and high-quality customer centric workforce.
Your Responsibilities Include But Are Not Limited To:
* Direct line management of a multi-skilled Customer Service team with indirect responsibility for Customer Service Agents outside the team during rota'd shifts (including early morning, evening and weekends).
* Responsible for ensuring MCA Service Standards are met through daily performance monitoring and analysis, coaching and development of teams .
* Monitor the team and customer-driven online activity, pro-actively managing resource to achieve gold standard customer service by aiming for a departmental Abandon Rate of 3% and Service level above 95%. Put in place action plans as required for team members who are not meeting productivity targets, providing support and coaching as required.
* Monitor the team workload and pro-actively manage resource to achieve SLAs for customer requests ensuring GDPR compliance at all times.
* Manage escalated complaints or staff referrals for complex applications and customer enquiries.
* Participate in recruitment campaigns as required by the Customer Contact Manager.
* Work as part of a management team as directed to co-ordinate corporate projects, share best practice, provide support and ensure consistency and resource cover across the department.
For further information, please see the role profile attached.
Person specification
About You
To be successful in this role, you will have an excellent and proven track record of managing in and providing high quality customer service in a fast paced, contact centre environment. essential.
You will have the ability to effectively manage a team and provide leadership and direction in a customer service environment.
Exceptional verbal and written communication skills comes naturally to you and you are capable of building rapport quickly with internal and external stakeholders, working collaboratively and sharing best practice.
You have experience of managing SLA's and KPI's and are an experienced IT user and confident when using Microsoft Office packages.
Additional Information
This role will be based in our Cardiff Office.MCA supports flexible working and operates a hybrid working model between home and office for this role, giving you greater flexibility over where and when you work.
The expectation is that you will spend a minimum 60% of your working time based at your principal workplace or out on official business. Details of the arrangement will be discussed further with your line manager.
Please take note that the Maritime and Coastguard Agency (MCA) are currently unable to offer Skilled Worker Sponsorship.
About Operational Delivery Profession (ODP)
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.
Behaviours
We'll assess you against these behaviours during the selection process:
* Communicating and Influencing
* Delivering at Pace
* Managing a Quality Service
* Working Together
Alongside your salary of £29,525, Maritime and Coastguard Agency contributes £8,553 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits. We offer generous annual leave, attractive pension options, flexible working, inclusive working environments and much more to support a healthy work/life balance.
Click here to get a copy of the MCA Staff Benefits Brochure
Find out what it's like to work at the Maritime and Coastguard Agency
Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.
As part of your application, you will be required to complete a CV and a (1000 word) Personal Statement. Further details around what this will entail are listed on the application form.
Within your CV and personal statement please demonstrate your knowledge and experience of:
* An excellent and proven track record of managing in and providing high quality customer service in a fast paced, contact centre environment is essential.
* Demonstrable experience of effectively managing a team and providing leadership and direction in a Customer Service environment.
* Professional and effective approach with excellent communication skills.
* Demonstrable experience of managing SLA's and KPI's.
It is essential when submitting your personal statement that you provide as much detail as possible, and utilise the full word count given, against the essential criteria outlined above as this will be used in conjunction with your CV to assess candidate suitability to move to the next round in the recruitment process.
Sift and Interview Dates:
The sift is due to take place from the 06th May 2025.
Interviews/assessments are likely to be held w/c 19th May 2025.
This interview will be conducted face to face at our Cardiff office. Further details will be provided to you should you be selected for interview.
We will try to meet the dates set out in the advert. There may be occasions when these dates will change. You will be provided with sufficient notice of the confirmed dates.
The selection process will be designed specifically for the role. As a result, your assessment will include:
* An interview.
* A role play exercise.
You’re encouraged to become familiar with the role profile, as you may be assessed against any of the criteria recorded within.
Reasonable Adjustments
As a Disability Confident Leader employer, we are committed to ensuring that the recruitment process is fair, accessible and allows all candidates to perform at their best. If a person with a visible or non-visible disability is substantially disadvantaged, we have a duty to make reasonable changes to our processes.
Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need during the recruitment process. For instance, you may need wheelchair access at an interview, or if you’re deaf, a Language Service Professional.
If you need a reasonable adjustment so that you can complete your application, you should contact Government Recruitment Service via dftrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.
Document Accessibility
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
This job advert contains links to the DfT Careers website. Our website provides useful guidance and information that can support you during the application process. If you cannot access the information on our website for any reason, please email DRGComms@dft.gov.uk for assistance.
Further Information
For more information about how we hire, and for useful tips on submitting your application for this role, visit the How We Hire page of our DfT Careers website. You can find detailed information about the recruitment process and what to expect when applying for a role.
Pre-employment Checking
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5-year period following a dismissal for carrying out internal fraud against government.
Feedback will only be provided if you attend an interview or assessment.
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.
Security
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Nationality requirements
This Job Is Broadly Open To The Following Groups:
* UK nationals
* nationals of the Republic of Ireland
* nationals of Commonwealth countries who have the right to work in the UK
* nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
* nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
* individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
* Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)
Working for the Civil Service
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Contact point for applicants
Job Contact :
* Name : Mark Furnival
* Email : Mark.Furnival@mcga.gov.uk
Recruitment team
* Email : dftrecruitment.grs@cabinetoffice.gov.uk
Further information
If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact Government Recruitment Services via email: dftrecruitment.grs@cabinetoffice.gov.uk
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website Here
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Management and Manufacturing
* Industries
Maritime Transportation
Referrals increase your chances of interviewing at Maritime and Coastguard Agency by 2x
Get notified about new Customer Manager jobs in Cardiff, Wales, United Kingdom.
Cardiff, Wales, United Kingdom 3 weeks ago
Greater Bristol Area, United Kingdom 1 week ago
Cardiff, Wales, United Kingdom 2 weeks ago
Cardiff, Wales, United Kingdom 3 weeks ago
Bristol, England, United Kingdom 2 weeks ago
Bristol, England, United Kingdom 6 days ago
Bristol, England, United Kingdom 3 weeks ago
Cardiff, Wales, United Kingdom 3 weeks ago
Bristol, England, United Kingdom 2 days ago
Greater Bristol Area, United Kingdom 2 hours ago
Customer and Trading Manager - Nightshift
Weston-Super-Mare, England, United Kingdom 1 week ago
Team Manager - Clothing and Home - Cardiff Area
Bristol, England, United Kingdom 3 months ago
Bridgend, Wales, United Kingdom 2 weeks ago
Assistant General Manager - Y Castell B&K
Bristol, England, United Kingdom 2 weeks ago
Bristol, England, United Kingdom 1 day ago
Cribbs Causeway, England, United Kingdom 17 hours ago
Customer and Trading Manager - Nightshift
Bristol, England, United Kingdom 5 days ago
Internal Applicants Only - Clinic Manager
Operations Support Manager (H/F) - SAFRAN SEATS GB LIMITED
Leckwith, Wales, United Kingdom 1 day ago
Weston-Super-Mare, England, United Kingdom 3 days ago
Porthcawl, Wales, United Kingdom 1 day ago
Bristol, England, United Kingdom 1 month ago
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr