Customer & Engagement Specialist - 16035
1
East Midlands
Home Working , Kettering , Lincoln , Peterborough
Kingfisher House, Nene House, Ceres House, 2 Searby Rd, LN2 4DT
Staff Grade 5
Fixed Term
Full Time, Part Time/Job Share
Administration / Corporate Support
£36,389 Pro-rata
This role is crucial for the management of our reputation across the Lincolnshire and Northamptonshire Area. Working closely with your colleagues, you will provide a high level of service across the Area.
Through anticipating and identifying trends/shifts in complaints and enquiries, while using your knowledge of processes, procedures and legal acts, you will be able to meet the diverse needs of internal & external customers, stakeholders and communities.
Working closely with the Team Leader and ALT, you’ll help provide direction to the team, ensuring that outputs are timely and of appropriate quality.
You will also support proactive communications work and engage with key communities and stakeholders on high profile projects and issues of high public interest.
Building and maintaining productive and influential relationships with internal and external customers and partners will be at the heart of your role, as will ensuring that communications, especially those around sensitive and emotive issues, are clear and consistent.
Through anticipating and identifying trends/shifts in complaints and enquiries, while using your knowledge of processes, procedures and legal acts, you will be able to meet the diverse needs of internal & external customers, stakeholders and communities.
Working closely with the Team Leader and ALT, you’ll help provide direction to the team, ensuring that outputs are timely and of appropriate quality.
You will also support proactive communications work and engage with key communities and stakeholders on high profile projects and issues of high public interest.
Building and maintaining productive and influential relationships with internal and external customers and partners will be at the heart of your role, as will ensuring that communications, especially those around sensitive and emotive issues, are clear and consistent.
The Customers and Engagement team are a busy team that works with others to deliver excellent customer service in the Lincolnshire and Northamptonshire Area. We are the hub of the area, supporting the business by managing our relationship with communities, MPs and the general public. We manage a diverse range of requests from active and informed customers and are essential to business delivery by providing support and guidance to our area teams and ALT.
We are seeking a Customers and Engagement Specialist who:
• is a strong communicator with drive, enthusiasm and a genuine interest in telling a compelling message to our audiences
• is able to produce high quality, plain English correspondence and briefing material
• is prepared to take on difficult problems through to resolution
• has a proven ability to work effectively with customers in a way that supports delivery of our business objectives
• is a strong team player
• has excellent interpersonal skills, supported by very strong written and verbal communication skills
• is a creative thinker, with the ability to identify new and innovative opportunities
• can demonstrate excellent self-management, and have the ability to prioritise and deliver work to tight deadlines
• is a strong communicator with drive, enthusiasm and a genuine interest in telling a compelling message to our audiences
• is able to produce high quality, plain English correspondence and briefing material
• is prepared to take on difficult problems through to resolution
• has a proven ability to work effectively with customers in a way that supports delivery of our business objectives
• is a strong team player
• has excellent interpersonal skills, supported by very strong written and verbal communication skills
• is a creative thinker, with the ability to identify new and innovative opportunities
• can demonstrate excellent self-management, and have the ability to prioritise and deliver work to tight deadlines
The Lincolnshire and Northamptonshire area covers a range of potential base locations, including Lincoln, Peterborough and Kettering. The post holder could be based in any of these locations. At present all members of the team are working from home due to the impact of the coronavirus pandemic. We support flexible working, including job sharing, so please let us know your preferred working arrangements as part of your application.
For further details please contact Chris Leigh, Customers & Engagement Team Leader on 07787 685812 or by email chris.leigh@environment-agency.gov.uk You can also download the candidate pack for more information.
For further details please contact Chris Leigh, Customers & Engagement Team Leader on 07787 685812 or by email chris.leigh@environment-agency.gov.uk You can also download the candidate pack for more information.
13/12/2020, 23:55 hours
Basic Check
up to 30 September 2021
Influences and Persuades Others
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.
Focuses on Customers and Partners
Addresses the needs of internal and external customers, provides rapid and effective responses
Communicates Effectively
Listens and questions to understand and engage. Conveys information and ideas clearly, accurately and persuasively through speech and writing.
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.
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.