C&E Engagement Officer - 11719

1
London, South East
West Malling
Orchard House
Staff Grade 4
Permanent
Full Time
Operational Delivery
£27,572
Passionate about reputation, great communication and fantastic customer service?

If yes then this is the role for you…

Supporting the Customer and Engagement Specialists and Area Leadership Team within Kent, South London and East Sussex (KSLES) and working closely with your colleagues, you will provide a high level of service across the Area supporting proactive engagement and relationship management.

Working across the business communicating with all teams, our key communities and stakeholders, including those in the political environment. This means that you will actively network and build strong relationships within the Environment Agency and with partner organisations. Having great written and verbal communication skills will be key to your success in this role.

Working with our internal teams and using plain English, you’ll be coordinating and writing our responses to proactive and reactive correspondence. You will be able to identify risks to our reputation and spot good stakeholder engagement opportunities. You will be helping to manage the areas reputation through your understanding of the legislation within which we are bound.

Another vital part of the role is the handling of complaints and complex enquiries, via written and verbal means, co-ordinating multiple technical specialists to produce accurate, customer centred responses.
Customers and Engagement are an enthusiastic and motivated team working with others to deliver excellent customer service. We are the heartbeat of the area, supporting the business by managing relationships with communities, the general public, MPs and internal customers such as the Area Director, Chairman and Board.

Managing a diverse range of requests from active and informed customers it’s essential to provide support and guidance to allow us to be an open and transparent organisation.
We’re seeking a Customers and Engagement Officer with excellent networking skills, who can build and sustain relationships with our internal/external customers. With the following desired attributes:

• excellent verbal and written communication skills (specifically editing and proof-reading);
• an understanding of/or interest in, the current political environment;
• proven ability to build and sustain relationships;
• an enthusiastic/proactive problem solver
• the ability to work unsupervised and as part of a team;
• the ability to find innovative solutions to complex issues;
• the ability to work flexibly, manage your own workload and meet tight deadlines.

A minimum of two years’ experience in a communications, public relations and stakeholder engagement role is desirable. A bachelor degree in a communications or similar subject would be an advantage but is not necessary.

Other key requirements for this job include proficiency in Microsoft Office programs, along with good organisational skills and customer focus.
The role will be based in Orchard House, West Malling, Kent and interviews will be held on week commencing W/C 12 August 2019.

The Salary range will be £27,572 - £33,869, dependant on experience.

For further details please contact Paul Dellar Customers and Engagement Team Leader on 0208 4748278 or by email on paul.dellar@environment-agency.gov.uk or Duncan McClintock, Customers and Engagement Team Leader on 0208 4746716 or by email at Duncan.mcclintock@environment-agency.gov.uk

We are fully committed to having an 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.

04/08/2019, 23:55 hours

Basic Check
Influences and Persuades Others
Please provide an example of a time you have demonstrated the competency set out below (the answer you provide will be assessed as part of your application):

Presenting a case in a convincing and attractive way that will win people over, encouraging them to follow plans willingly; often succeeding where logic and reason alone would fail.

In this role you will be required to influence key stakeholders and internal customers.

Please tell us about a time you have had to influence a group of people to deliver on your behalf to agreed deadlines.

What was the situation?
Did you face any challenges if so how did you overcome them?
How did you gain their buy in to deliver?
What was the outcome?

Please note your answer will be used for interview selection.
Focuses on Customers and Partners
Please provide an example of a time you have demonstrated the competency set out below (the answer you provide will be assessed as part of your application):

Addresses the needs of internal and external customers, provides rapid and effective responses

In this role you will be required to provide and find ways to continually improve the customer service you and your colleagues provide.

Describe an occasion when you used your knowledge and understanding of a particular customer to improve the service you/your team provided for them.

Who was the customer?
How did you gain a good understanding of this customer?
What improvements did you make to the service they received from you?
What were the benefits? (to the customer/you/your team)

Please note your answer will be used for interview selection.
Achieves Results
Please provide an example of a time you have demonstrated the competency set out below (the answer you provide will be assessed as part of your application):

Sets and delivers high work standards, demonstrates the drive to meet targets. Prioritises and organises tasks and resources to ensure timely achievement of results.

In this role you will be required to use your skills and previous experience to manage a workload within tight deadlines.

Describe how you have delivered a complex workload successfully.
Tell us what goals you set at the beginning and how this influenced the outcomes.
What issues did you face and how did you overcome them?
Would you do anything differently if faced with a similar situation?

Please note your answer will be used for interview selection.
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 https://www.gov.uk/government/publications/become-a-crown-commercial-service-supplier/becoming-a-supplier-through-the-crown-commercial-service-what-you-need-to-know for more information.

This Vacancy is closed to applications.