Customer Insights & Performance Lead

Frey Consulting Group; Liverpool; On-site; GBP 40,000 - 44,000; Full time

Benefits offered by this job

Flexi time

Pension with employer contribution

Job summary

Frey Consulting Group in Liverpool is seeking a Customer Insight and Performance Manager to own performance, insight and regulatory compliance for a small, regulated property business. You will report to the Board and turn data into action, shaping how services are run.

The role covers building the performance framework, regulatory reporting, board papers, and improving data quality. Office based with a 35-hour week and a pension contribution.

Qualifications

• Experience turning insight and service data into improvements.
• Strong knowledge of statutory and regulatory compliance.
• Ability to explain numbers to a Board.
• Comfortable challenging contractors while maintaining relationships.

Responsibilities

• Design, run and embed a performance and insight framework.
• Monitor regulatory compliance and coordinate reporting.
• Prepare board papers and dashboards.
• Analyze customer complaints and feedback to drive service changes.
• Track contractor and partner performance with KPIs and SLAs.
• Improve data quality and support new systems from testing to training.
• Line manage a Compliance Officer and mentor apprentices.

Skills

Data analysis

Regulatory compliance

Board communication

Stakeholder management

Job description

Frey Consulting Group in Liverpool is seeking a Customer Insight and Performance Manager to own performance, insight and regulatory compliance for a small, regulated property business. You will report to the Board and turn data into action, shaping how services are run.

The role covers building the performance framework, regulatory reporting, board papers, and improving data quality. Office based with a 35-hour week and a pension contribution.