Customer Support & Insights Manager

Customer Insight and Performance Manager

Liverpool (office based) | £40,000 to £44,000 including car allowance

Own performance, insight and regulatory compliance for a small, regulated property business where reporting goes all the way to Board. This role is the organisation's eyes: what's working, what's at risk, and what the data says should change.

The remit is broad for the size of business, and that's the appeal. You'll build the performance framework rather than inherit one, and your reporting will sit in front of Board and leadership every cycle.

What you'll own

• The performance and insight framework: designing it, running it, and making it the way the business understands itself
• Regulatory compliance and assurance: monitoring statutory and regulatory requirements, coordinating reporting for regulatory returns, internal reviews and external audits
• Board reporting: papers, dashboards and exception reports that hold up to scrutiny
• Customer complaints and feedback analysis, turned into recommendations that change how services run
• Contractor and partner performance: KPIs, SLAs, and the meetings where accountability actually happens
• Business systems and data improvement: better data quality, simpler workflows, and supporting new systems from testing through to training
• Line management of a Compliance Officer, plus mentoring apprentices

Our ideal applicant

• A customer-led performance leader: uses insight, complaints and service data to improve customers' experience, and can show where it worked
• Strong on statutory and regulatory compliance, and confident being the person the organisation relies on to stay ahead of it
• Skilled at data interrogation and analysis, and clearer still at explaining what the numbers mean to a Board
• Comfortable challenging contractors and partners while keeping the relationship working

The package

• £40,000 to £45,000, including car allowance
• 35 hours, Monday to Friday, with flexi time
• Office based in Liverpool
• Pension with employer contribution
• 25 days holiday plus bank holidays

All applications are handled confidentially by Stellify.

#LI-DNI