Customer Strategy and Support Project Lead - Temporary until December 2027

Mining Remediation; Mansfield; Hybrid; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Hybrid working

Pension with up to 29% employer

27.5 days annual leave + bank holidays

Wellbeing monthly allowance

Job summary

Mining Remediation Authority is seeking a Customer Strategy and Support Project Lead on a temporary basis to turn customer insight into coordinated action across the organisation. You will manage progress, identify emerging issues and support practical improvements to our services, working with colleagues across teams.

You’ll coordinate the Customer Delivery Group, monitor related projects, and help plan and analyse our customer survey to identify themes, risks and opportunities.

Qualifications

• Experience coordinating projects or actions, monitoring progress and keeping activity on track.
• Strong organisational skills with the ability to manage competing priorities and deadlines.
• The ability to review information, identify themes and turn findings into clear, practical recommendations.
• Effective communication and relationship-building skills with a collaborative approach to working with colleagues and stakeholders.
• A genuine interest in customer experience, continuous improvement and achieving positive outcomes.

Responsibilities

• Coordinate the Customer Delivery Group, ensuring actions are clearly recorded, prioritised and progressed.
• Monitor customer-related projects and actions, tracking milestones, risks and dependencies and escalating issues where appropriate.
• Coordinate the planning and delivery of our customer survey, helping to analyse feedback and identify key themes, risks and opportunities.
• Turn customer insight into practical recommendations, action plans and improvement activity.
• Prepare clear progress updates, reports and insight for senior leaders and governance groups.

Skills

Coordinating projects

Organisation

Analysing feedback

Communication

Stakeholder engagement

Job description

About You

Do you enjoy bringing structure to ideas, keeping projects moving and seeing your work lead to meaningful improvements?

Are you interested in understanding what customers think and using their feedback to improve services?

This could be a great opportunity to broaden your experience, work with colleagues across the organisation and help turn customer insight into meaningful action. Joining us on a temporary basis while the current postholder undertakes a secondment, you’ll play an important part in keeping our customer priorities moving forward.

You may already have experience coordinating projects, actions or improvement activity, or you may be looking for an opportunity to develop these skills further. You’ll be organised, proactive and comfortable working collaboratively with people across different teams.

You’ll also bring:

• Experience of coordinating projects or actions, monitoring progress and keeping activity on track.


• Strong organisational skills, with the ability to manage competing priorities and deadlines.


• The ability to review information, identify themes and turn findings into clear, practical recommendations.


• Effective communication and relationship-building skills, with a collaborative approach to working with colleagues and stakeholders.


• A genuine interest in customer experience, continuous improvement and achieving positive outcomes.

About The Role

As Customer Strategy and Support Project Lead, you’ll help turn customer plans and insight into coordinated action. You’ll work with colleagues across the organisation to maintain progress, identify emerging issues and support practical improvements to our services.

In this role, you’ll:

• Coordinate the Customer Delivery Group, ensuring actions are clearly recorded, prioritised and progressed.


• Monitor customer-related projects and actions, tracking milestones, risks and dependencies and escalating issues where appropriate.


• Coordinate the planning and delivery of our customer survey, helping to analyse feedback and identify key themes, risks and opportunities.


• Turn customer insight into practical recommendations, action plans and improvement activity.


• Prepare clear progress updates, reports and insight for senior leaders and governance groups.

You’ll also support wider customer-related projects, helping teams work together effectively, reduce duplication and keep the customer experience at the heart of decision‑making.

To find out more about the role, take a look at the job description.

We don’t expect candidates to meet every single desired qualification. If your experience looks a little different from what we've identified and you think you can bring value to the role, we'd love to learn more about you!

Role location: Mansfield (Hybrid working 2 day on average)

Schedule:

Application closing date: 15 November 2027

Sifting date: w/c 16th November 2027

Interviews: w/c 23rd November 2027

(If you are unavailable on these interview dates, please make us aware, and we will look at alternative dates)

Security:

Successful candidates must pass basic security checks and will be subject to UK Immigration requirements.

About Mining Remediation Authority

Why join us?

Make a real difference with flexibility, long‑term security and support for life outside work.

At the Mining Remediation Authority, you’ll do meaningful work that improves people’s lives and protects the environment, while building a sustainable and balanced career.

• Flexibility that fits your life – hybrid working and flexibility in how you manage your time


• Financial security for your future – including a pension with up to 29% employer contribution


• Time to recharge – 27.5 days’ annual leave plus bank holidays, with options to flex more days


• Support through life’s big moments – generous family leave and flexibility when you need it most


• Opportunities to grow – funded learning, development and professional subscriptions


• Wellbeing support you can use every day – including a monthly wellbeing allowance, confidential support and practical health benefits

Find out more about our full range of benefits and what it’s like to work with us here Life page

About us

At the Mining Remediation Authority, we make a real difference to people and places across Great Britain. From managing mining hazards to protecting the environment, our work keeps communities safe. We’re also playing an exciting role in the future of energy, helping to unlock mine water heat as a sustainable source to support the UK’s net zero ambitions. Our people are knowledgeable, collaborative and committed to doing the right thing for each other and for the communities we serve.

Why this matters

You’ll be joining an organisation that’s proud of the impact we make. We’re supportive, inclusive and genuinely care about delivering the right outcomes for communities across England, Scotland and Wales. Discover more about our work in our Business Plan

Inclusion matters to us

We’re committed to building a workforce that reflects the diversity of the communities we serve, and we welcome applications from everyone.

We offer a guaranteed interview scheme for disabled applicants and those from minority ethnic backgrounds who meet the minimum criteria.

If you need any adjustments as part of the recruitment process, please contact us at [e-mail] or call 01623 637000 we’re here to support you.