Customer Service & Insights Manager

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

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

• 35 hours, Monday to Friday, with flexi time
• Office based in Liverpool
• Pension with employer contribution

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