Customers and Engagement Team Leader - 11261

East of England
Brampton Office
Staff Grade 5
Full Time
Business Management & Improvement, Customer Insight, Operational Delivery
As Team Leader for the busy Customers and Engagement (C&E) team, you will be leading a team of talented professionals working collaboratively to deliver excellent service for our internal and external customers and partners across East Anglia.

The role presents an excellent opportunity to work with all Area teams and the Area Leadership Team, and so is an excellent platform from which to get a better understanding of the broad work of the Agency and to broaden your network.

You will provide strategic direction for the team, assess people’s performance, set objectives and help the team to identify opportunities for development. You will also look out for their health, safety and wellbeing.
You will work with the team to continuously improve how we do things and to identify better ways of working to enhance the service we deliver. You will share your learning by getting involved in the national C&E Team Leader community to deliver well-planned, integrated solutions and to support local incident management activities.
The Customers and Engagement team supports the business by providing direct support for the Area Leadership Team, co-ordinating responses to enquiries and supporting engagement with local authorities, MPs and the general public. During flooding incidents we also help get the right messages out to our customers.
The two East Anglia Customers and Engagement teams, with team members in Brampton, Ely, Ipswich and Chelmsford, are managed as one with two team leaders working collaboratively.
You will bring a passion and enthusiasm for leadership and people management, and ideally an understanding of what managing in the Environment Agency looks like and a commitment to excellent customer service.

You will have or be looking to develop:
• demonstrable leadership skills
• excellent communication skills including delivering feedback, managing performance and nurturing relationships
• exceptional organisational skills
• attention to detail and the ability to use corporate HR systems
• ability to work under pressure and prioritise a varied workload
• ability to highlight areas for improvement and follow them through with action
• an appetite for developing people’s capabilities as well as your own

A full UK driving licence is desirable. The team is split between our Brampton and Ipswich Offices predominantly, as well as Ely and Chelmsford and so travel between these offices will be necessary on an ad hoc basis.
The grade rate is £34,879. Hours: 37 per week.

Everyone starting a new role will be given the training and support needed. We offer an extensive range of employee benefits and fully funded opportunities to develop further academic/professional qualifications.

We take part in incident response. If successful, your line manager will discuss arrangements with you depending on your role and circumstances.

The information in the candidate pack is taken from a generic role profile so, whilst relevant, it is not specifically tailored to this position. The advert provides you with details of key accountabilities and skills needed to succeed in this role.

If you have any questions on these posts please contact or on 07909 906542

30/06/2019, 23:55 hours

Basic Check
Delivers Results Through Others
Please note we do not accept CVs. It is your answer given to the question below that will be used for interview selection.

Delivers Results Through Others - Harnesses the team to deliver results on time, to required standards and in line with organisational processes and procedures.

Please provide an example of when you have led others to deliver a piece of work on time, to required standards and in line with organisational processes and procedures.
Business of the Environment Agency
Please note we do not accept CVs. It is your answer given to the question below that will be used for interview selection.

Business of the EA - Understands the direction, goals and business of the Environment Agency, enhancing and protecting, at all times, the Environment Agency’s work and interests.

Please provide an overview of your understanding of how the Environment Agency operates. Who are it's key customers and how do you see the Customers & Engagement Team working with them?
Customer and Partner Relations
Please note we do not accept CVs. It is your answer given to the question below that will be used for interview selection.

Customer and Partner Relations - Consults and collaborates with Customers and Partners effectively through awareness raising, education and combined projects, ensuring buy-in to initiatives and the beneficial promotion of the Environment Agency’s duties and policies.

Please provide an example of how you have put your customers needs at the centre of a piece of work or project that you have recently completed.
If you are applying from the Civil Service please note that the Environment Agency is not a part of HM Civil Service and you would not be a Crown Servant in the event of being appointed. Therefore, you will not be eligible for continuous service. For applicants who currently work in local government or other bodies listed in the Redundancy Payments (Continuity of Employment in Local Government etc) (Modification) Order 1999, you may be eligible for continuous service for the purpose of calculating any future redundancy payment. If you are unsure of your status then you should contact your own HR Team.

We are fully committed to having a diverse and inclusive workforce to reflect the communities we serve. We welcome flexible working patterns for all our vacancies, including job share, so please include clearly any information regarding your preferred working arrangements on your application.

We also have a Guaranteed Interview Policy to support those with a disability who are seeking employment. We have committed to guaranteeing an interview to anyone with a disability whose application meets the minimum criteria for the post.

The Environment Agency, as a Non-Departmental Public Body, is committed to providing value for money and utilises Central Government frameworks and contracts for all external recruitment needs. For this reason, we are unable to engage with the market directly through post, email or phone calls . Should you wish to become a support supplier on one of these frameworks or contracts please visit for more information.

This Vacancy is closed to applications.