Government Property Agency
Customer Insight Project Coordinator
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Birmingham, Bristol, Cardiff, Leeds, Manchester, Nottingham, Swindon
Job Summary
The Government Property Agency is the largest property holder in government, with more than £2.1 billion in property assets and over 55% of the government’s office estate.
We are transforming the way the Civil Service works by creating great places to work, leading the largest commercial office programme in the UK, working towards halving carbon emissions from government offices, and achieving greater value for taxpayers. We are looking for innovative, solutions-focused people to join our team.
Innovation And Progress Underpin Our Behaviours. We Foster a Culture Of Lifelong Learning, Where Curiosity And Self-improvement Are Encouraged. Our Four Core Values Are At The Heart Of Everything We Do. They Shape Our Culture And Guide How We Work, Lead And Grow Together:
- Striving for excellence - We always aim to deliver great results
- Empowering through respect - We insist on fair treatment for all, always
- Acting with integrity - We consistently do the right thing
- Succeeding together - We rely on each other to achieve success
We are committed to representing the communities we serve by making Equality, Diversity, and Inclusion (EDI) part of everything we do. Our strong emphasis on EDI is not just about driving inclusion across our organisation, it is also about ensuring our services meet the needs of government departments and the civil servants who use our spaces. To ensure that we are always recruiting and retaining a diverse mix of talent, we are particularly inviting applications from candidates who are disabled, ethnically or gender diverse, and people who identify as being part of the LGBTQ+ community.
Join our dynamic and diverse team that leads with purpose, improving sustainability, nurturing social value, driving inclusivity and flexibility, and kickstarting economic growth.
Job Description
The Workplace Experience Team is a high-performing, motivated and collaborative team dedicated to delivering a portfolio of customer-focused initiatives. Our work spans Customer Experience, Workplace Change and Customer Insight, ensuring that our services meet the needs of civil servants and the wider public sector.
The Customer Insight function is responsible for ensuring the voice of our customers is represented in delivering great places to work across government. We play an integral role in using customer insight and data to influence workplace design, strategies and a culture of continuous improvement, ensuring that government workplaces are effective and engaging for our customers.
The Customer Insights Coordinator will be responsible for designing, managing and overseeing the customer satisfaction database. Managing and coordinating the customer insights pipeline, ensuring the effective delivery of data-driven insights that inform strategic decision-making and workplace improvements. Your role will be essential in driving operational excellence, overseeing requests for customer insights data, aligning insights with departmental and business objectives.
Key Responsibilities
The Customer Insight Coordinator is a critical role that supports the Customer Insight team and the realisation of the GPA ambition to deliver great places to work within Government Hubs, GPA office buildings and wider government transformation programmes. Responsibilities include:
- Database Administration: Set up, manage and oversee the Customer Satisfaction database and support the transition of data to platforms like PowerBI.
- Insight management and coordination: Managing the overall customer insights pipeline, including establishing a "front-door" process to manage all data and survey requests for effective planning. This includes leading the coordination of the Customer Satisfaction (CSAT) survey pipeline, managing logistics, and setting up surveys in Qualtrics.
- Customer Insight governance and compliance: The coordinator promotes, and manages the Gatekeeper process (Customer Activity Matrix) to coordinate all survey submissions within the GPA and amongst our RSCPs. This includes ensuring GDPR compliance with internal and external partners (RSCPs), improving data quality and protection, and enabling effective decision-making by the Gatekeeper Committee. This process has raised research standards across the GPA and our partners.
- Data Reporting and Communication: Produce high-quality, timely, and visually engaging reports, dashboards, and presentations based on Customer Insight data and satisfaction surveys. Simplify complex statistics for senior management (e.g., Exco, WSD SMT), clients, and stakeholders to inform strategy, drive improvements, and monitor internal performance and risks. Capture comparative data (pre- and post-survey) to produce compelling evidence for key initiatives - such as business cases and spending reviews and demonstrate the positive value of investments like the Locations Strategy, LCR, and Project Delivery.
- Qualtrics expertise: Serve as the GPA's central point of contact for Qualtrics, providing technical advice, troubleshooting support, and managing learning and development for the CI team and other GPA teams to enhance capability.
- Financial management: Manage client costs for Leesman surveys and other Customer Insight activities, ensuring invoices are raised and paid in a timely manner.
- Risk and relationship management: Act as the lead point of contact. Manage potential risk areas, working with risk managers and escalating as appropriate.
- Workplace Experience team support: Support all areas of the Workplace Experience Team so that delivery partners in Customer Experience and Workplace Change use the data and insight in the development of services, tools and practices
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Person Specification
The ideal candidate will have strong database management skills, analytical skills and experience in collating, analysing, interpreting, and presenting data to support business decisions. Proficiency in tools such as Excel, Google Sheets, Tableau, Qualtrics, or other data visualisation software (e.g., Power BI).
They will have strong interpersonal and stakeholder management skills with experience of engaging with internal and external stakeholders, using data to help influence decision-making or problem solve. An ability to translate complex data insights into clear, actionable recommendations with experience in preparing reports and presenting findings to diverse audiences.
They will be well organised and have the ability to manage competing priorities and be a collaborative team member, supporting others to deliver during peak periods of analysis.
They will need to be a proactive self-starter looking for opportunities for the customer insights team to add value to clients and customers, as well as understand the importance of delivering great customer service to internal and external stakeholders by providing advice and guidance when necessary.
Essential Criteria:
Experience & Technical Skills
- Experience of database design, development and management, to enable quick data segmentation, and autonomous access to a large data set by others
- Excellent written and verbal communication skills and the ability to influence, persuade and land insights effectively
- Strong stakeholder management skills and ability to negotiate confidently with staff at all levels of seniority
- Customer-centric approach: Demonstrated commitment to customer-centric principles and an understanding of how workplace environments impact end-user satisfaction.
- Excellent report writing and editing skills, to form and finesse external reports and internal reports or submissions.
- A genuine interest in working in insight and curiosity to question the data available
- Experience of working with the Google or Microsoft suite using spreadsheets to analyse data, creating graphs and other visual tools, using powerpoint or slides (or similar) to create visual summaries with key findings and recommendations
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Desirable Criteria:
- Experience of completing quantitative and/or qualitative data analysis and using the insight to make evidence-based recommendations
- Experience of designing questionnaires, surveys or other research tools to collect data
- Experience of working with Leesman, or a similar organisation, to understand workplace experience insights
- An understanding of smarter working principles
Qualifications And Accreditations
Essential criteria:
- Knowledge and proven experience or qualification (A-level or higher) in one or more of the following (or similar) areas:
- customer insights
- statistics, analysis or data science
- behavioural science
- psychology
- sociology
- market, social or communications research
Desirable Criteria:
- Leesman Advanced Practitioner, or a similar accreditation or experience
Behaviours
We'll assess you against these behaviours during the selection process:
- Working Together
- Making Effective Decisions
- Communicating and Influencing
Technical skills
We'll assess you against these technical skills during the selection process:
- Customer Perspective
- Commercial Acumen
- Property Market Knowledge
- Innovation
Alongside your salary of £36,000, Government Property Agency contributes £10,429 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).
- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension with an employer contribution of 28.97%
Artificial intelligence
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.
Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths, Experience and Technical skills.
We encourage applications from people from all backgrounds and aim to have a workforce that represents the communities and wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and well-being and aim to create a sense of belonging in a workplace where everyone feels valued. The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service D&I Strategy.
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
The Civil Service embraces diversity
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