Customer Insight and Evaluation Lead
| Posting date: | 27 August 2025 |
|---|---|
| Salary: | £41,771 to £45,091 per year |
| Hours: | Full time |
| Closing date: | 10 September 2025 |
| Location: | Essex, Eastern England |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Essex County Fire & Rescue Service |
| Job type: | Permanent |
| Job reference: | Customer Insight and Evaluation Lead |
Summary
Contract: Permanent
Working Hours: 37 hours per week *
Salary: Grade 8 – £40,476 to £43,693
Location: Hybrid* - Service locations across Essex
Closing Date: 12pm, Wednesday 10th September 2025
*We are open to discuss working arrangements including flexibility over hours and location, however the expectation is that, as a hybrid role your work will be balanced between home and Services facilities, and you will be expected to attend the Service premises for at least 3 days of a 5-day working week.
The Role
Are you passionate about using insight to drive meaningful change? Do you thrive on improving processes and delivering better outcomes for communities? We’re looking for a proactive and solution-focused individual to lead our customer insight and evaluation work within the Prevention team.
As the Customer Insight and Evaluation Lead, you’ll play a key role in shaping how we understand and respond to the needs of our communities. You’ll lead on embedding insight into our prevention strategies, ensuring our services are inclusive, effective, and continuously improving.
What You Will Be Working On
Developing insight-driven approaches across Prevention
Managing customer satisfaction KPIs and translating data into actionable improvements
Line managing a small team, including Customer Service Data and Performance Officer and Community Wellbeing Officers
Collaborating across departments to map customer journeys and improve service delivery
Championing a culture of continuous improvement and innovation
Supporting the implementation of automated quality assurance systems
Deputising for the Live Safe and Customer Insight Manager when required
What Are We Looking For?
We’re seeking someone who brings energy, positivity, and a can-do attitude to their work. You’ll be a natural problem-solver who sees challenges as opportunities and is always looking for ways to improve how we do things. You’ll have experience in customer insight, evaluation, or service improvement, and be confident working with data, systems, and people.
You’ll also be a strong communicator, able to engage colleagues at all levels and inspire a shared commitment to putting the customer at the heart of everything we do.
Eligibility
Level 3 standard of education (NVQ / A-Level) or equivalent experience demonstrating numeracy and literacy.
Strong experience in Customer Insight and/or Evaluation roles, with a strong understanding of industry-leading practices and methodologies.
Proven leadership in managing and developing staff, with the ability to effectively present complex, sensitive, or contentious information to diverse audiences.
Confident in presenting complex information, influencing stakeholders and improving service delivery through strategic thinking and collaboration.
How to apply
You will be required to submit a CV detailing a minimum of five years employment and / or education history, along with a supporting statement of no more than 750 words that demonstrates how you meet the essential criteria detailed in the Person Specification.
You may submit this either as a word document, pdf, or an mp3 (voice note) or mp4 (video), however the word count of your supporting statement should not exceed 750 words no matter which format you choose to present your application.
You may attach separate documents (such as qualifications) should you wish. Your CV and additional documents will be referred to in shortlisting to confirm eligibility (e.g., your current role and any existing qualifications).
Assessment and selection:
Stage 1
Application & shortlisting (assessment of your supporting statement will be made against the essential criteria) will be in week commencing 8th September 2025
Stage 2
Role specific panel interview and presentation. Further details will be provided after shortlisting.
Interviews will be held in the week commencing 22nd September 2025
Assessments will be made against positive indicators taken from the Code of Ethics NFCC Leadership Framework and our values and behaviours.
There will be a question around Safeguarding.
Our Culture and Benefits
Here at Essex County Fire and Rescue Service we are committed to prioritising and promoting the wellbeing of our employees.
You can find out more about our benefits at https://www.essex-fire.gov.uk/recruitment/benefits
Safeguarding
Essex Police, Fire and Crime Commissioner Fire and Rescue Authority is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all employees and volunteers to share this commitment.
It is our policy to require all applicants for employment to disclose if you are currently being investigated by any regulatory body or have any decisions or sanctions pending or in progress in respect of your suitability to work for the Service.
You agree to inform the Service within 24 hours if you are subsequently investigated by any agency or organisation in relation to concerns about your behaviour towards children, young people or vulnerable adults.
The information you provide will be treated as strictly confidential and will be considered only in relation to the appointment for which you are applying.
This role will be subject to a Disclosure and Barring Service (DBS) check.
Disability Confident
We are an equal opportunities, Disability Confident, employer who welcomes applications from everyone and values diversity in our workplace. A commitment to promoting diversity and developing a work environment where all staff are treated with dignity and respect is central to our recruitment process and all applications will be considered solely on merit.
You are also able to raise any queries or requests for support, including any adjustments you may require, at any stage of the process by email to recruitment@essex-fire.gov.uk
Working Hours: 37 hours per week *
Salary: Grade 8 – £40,476 to £43,693
Location: Hybrid* - Service locations across Essex
Closing Date: 12pm, Wednesday 10th September 2025
*We are open to discuss working arrangements including flexibility over hours and location, however the expectation is that, as a hybrid role your work will be balanced between home and Services facilities, and you will be expected to attend the Service premises for at least 3 days of a 5-day working week.
The Role
Are you passionate about using insight to drive meaningful change? Do you thrive on improving processes and delivering better outcomes for communities? We’re looking for a proactive and solution-focused individual to lead our customer insight and evaluation work within the Prevention team.
As the Customer Insight and Evaluation Lead, you’ll play a key role in shaping how we understand and respond to the needs of our communities. You’ll lead on embedding insight into our prevention strategies, ensuring our services are inclusive, effective, and continuously improving.
What You Will Be Working On
Developing insight-driven approaches across Prevention
Managing customer satisfaction KPIs and translating data into actionable improvements
Line managing a small team, including Customer Service Data and Performance Officer and Community Wellbeing Officers
Collaborating across departments to map customer journeys and improve service delivery
Championing a culture of continuous improvement and innovation
Supporting the implementation of automated quality assurance systems
Deputising for the Live Safe and Customer Insight Manager when required
What Are We Looking For?
We’re seeking someone who brings energy, positivity, and a can-do attitude to their work. You’ll be a natural problem-solver who sees challenges as opportunities and is always looking for ways to improve how we do things. You’ll have experience in customer insight, evaluation, or service improvement, and be confident working with data, systems, and people.
You’ll also be a strong communicator, able to engage colleagues at all levels and inspire a shared commitment to putting the customer at the heart of everything we do.
Eligibility
Level 3 standard of education (NVQ / A-Level) or equivalent experience demonstrating numeracy and literacy.
Strong experience in Customer Insight and/or Evaluation roles, with a strong understanding of industry-leading practices and methodologies.
Proven leadership in managing and developing staff, with the ability to effectively present complex, sensitive, or contentious information to diverse audiences.
Confident in presenting complex information, influencing stakeholders and improving service delivery through strategic thinking and collaboration.
How to apply
You will be required to submit a CV detailing a minimum of five years employment and / or education history, along with a supporting statement of no more than 750 words that demonstrates how you meet the essential criteria detailed in the Person Specification.
You may submit this either as a word document, pdf, or an mp3 (voice note) or mp4 (video), however the word count of your supporting statement should not exceed 750 words no matter which format you choose to present your application.
You may attach separate documents (such as qualifications) should you wish. Your CV and additional documents will be referred to in shortlisting to confirm eligibility (e.g., your current role and any existing qualifications).
Assessment and selection:
Stage 1
Application & shortlisting (assessment of your supporting statement will be made against the essential criteria) will be in week commencing 8th September 2025
Stage 2
Role specific panel interview and presentation. Further details will be provided after shortlisting.
Interviews will be held in the week commencing 22nd September 2025
Assessments will be made against positive indicators taken from the Code of Ethics NFCC Leadership Framework and our values and behaviours.
There will be a question around Safeguarding.
Our Culture and Benefits
Here at Essex County Fire and Rescue Service we are committed to prioritising and promoting the wellbeing of our employees.
You can find out more about our benefits at https://www.essex-fire.gov.uk/recruitment/benefits
Safeguarding
Essex Police, Fire and Crime Commissioner Fire and Rescue Authority is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all employees and volunteers to share this commitment.
It is our policy to require all applicants for employment to disclose if you are currently being investigated by any regulatory body or have any decisions or sanctions pending or in progress in respect of your suitability to work for the Service.
You agree to inform the Service within 24 hours if you are subsequently investigated by any agency or organisation in relation to concerns about your behaviour towards children, young people or vulnerable adults.
The information you provide will be treated as strictly confidential and will be considered only in relation to the appointment for which you are applying.
This role will be subject to a Disclosure and Barring Service (DBS) check.
Disability Confident
We are an equal opportunities, Disability Confident, employer who welcomes applications from everyone and values diversity in our workplace. A commitment to promoting diversity and developing a work environment where all staff are treated with dignity and respect is central to our recruitment process and all applications will be considered solely on merit.
You are also able to raise any queries or requests for support, including any adjustments you may require, at any stage of the process by email to recruitment@essex-fire.gov.uk
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.