The Royal National Lifeboat Institution (RNLI) is looking for a customer measurement and research officer. We spoke to Kevin Barnard, recruitment manager at the RNLI, for insider insight about what it’s like to work there and what the role entails.
RNLI. Photo credit: Nigel Milard
Tell us about your organisation and what it does
The Royal National Lifeboat Institution is a charity that saves lives by providing a 24-hour lifeboat search and rescue service, seasonal lifeguards, water safety education and initiatives, and flood rescue response. Every day of every year, people of all backgrounds get into danger in the water. It’s a problem that we’re here to tackle.
What role are you currently recruiting for and what does it involve?
We’re currently seeking a customer measurement and research officer for a 12-month contract, who will be responsible for understanding and measuring the experience we provide to our internal and external customers. The role is based within the RNLI’s research team and will work closely with the customer experience team to ensure the RNLI has the research and measurement required to make sound organisational decisions.
What kind of people are you looking for?
Ideally we’re seeking people who’ve been working within a customer experience environment in a large and complex organisation, designing and delivering customer research and measurement activities.
You should be passionate about improving customer experience and curious about how to make that a reality. Your ability to identify creative solutions to problems, combined with strong analytical skills and experience of quantitative and qualitative research, will be complemented by an ability to present findings to a senior audience.
Why would someone want to work for the RNLI?
Our lifeboat crews and lifeguards need a dedicated, professional and talented team behind them to ensure we can deliver a 24/7 search and rescue and lifeguard service. This team is the RNLI staff - a professional and talented group of people, who also support the RNLI’s drowning prevention work by campaigning for changes in attitudes and behaviour of those at risk. With us you can help save lives every day, whatever your speciality.
What exciting projects are you working on?
This is a new role and part of a programme of activity to ensure our customers and supporters at the heart of everything we do, in order to drive loyalty and advocacy and ensure the sustainability of the RNLI.
What tips would you offer applicants?
Demonstrating our values and behaviours is as important to us as the skills and ability to carry out the work – so do visit our website, get to know us, read about our philosophy, and take a good look at the job profile before making an application or attending an interview.
Sum up what it’s like to work for the RNLI
Exciting! There’s always lots going on, with plenty of projects and interest, all focused on what we can do to prevent drowning and save lives. The RNLI has a unique ‘feel’; our people are connected by our common goals and are genuinely really nice to work with.