Customers and Engagement Officer - 20743
1
South West, West Midlands
Fradley, Kidderminster , Shrewsbury , Tewkesbury
Various
Staff Grade 3
Permanent
Full Time, Part Time/Job Share, Part Time Term Time, Compressed Hours, Other
Operational Delivery
£24,213
At the Environment Agency, we work hard to protect and enhance the environment for the benefit of everyone and we make coming to work life-enhancing too.
The Customers and Engagement (C&E) team is crucial in managing the Environment Agency's public reputation across the West Midlands.
You'll deliver a first-class service so that our customers get the information they require in a timely manner, and that we get it right first time, every time. You’ll work closely with the rest of the team to meet deadlines and you'll liaise with colleagues across the area to seek information and answers to questions from a wide range of customers on just about every topic we deal with, from flooding to fisheries, water quality to waste and everything in between!
You will be expected to have a communications and engagement based incident role - updating stakeholders during environmental incidents.
The Customers and Engagement (C&E) team is crucial in managing the Environment Agency's public reputation across the West Midlands.
You'll deliver a first-class service so that our customers get the information they require in a timely manner, and that we get it right first time, every time. You’ll work closely with the rest of the team to meet deadlines and you'll liaise with colleagues across the area to seek information and answers to questions from a wide range of customers on just about every topic we deal with, from flooding to fisheries, water quality to waste and everything in between!
You will be expected to have a communications and engagement based incident role - updating stakeholders during environmental incidents.
The C&E team are at the centre of the West Midlands Environment Agency, working internally and externally to support and deliver outstanding customer service.
The C&E team coordinates and quality assures responses to complaints, enquiries and requests for information within statutory timeframes. We manage our relationships with our MPs, as well as oversee all engagement on complex or high interest projects, working closely with the Area Director and Area Leadership Team.
The C&E team coordinates and quality assures responses to complaints, enquiries and requests for information within statutory timeframes. We manage our relationships with our MPs, as well as oversee all engagement on complex or high interest projects, working closely with the Area Director and Area Leadership Team.
The ideal candidate will have:
• A positive, proactive, and hard-working attitude
• Excellent communication skills: the ability to communicate to a high standard in writing, over the phone and in person
• A passion for protecting the Environment
• Brilliant organisational and time management skills in order to cope with a reactive workload
• Experience of coping well under pressure and responding to changing priorities and tight deadlines
• Able to work independently and as part of a team
• Strong IT skills, especially Microsoft Office Word, Excel and Outlook
A basic knowledge of the Freedom of Information Act and Environmental Information Regulations would be an advantage but is not essential.
• A positive, proactive, and hard-working attitude
• Excellent communication skills: the ability to communicate to a high standard in writing, over the phone and in person
• A passion for protecting the Environment
• Brilliant organisational and time management skills in order to cope with a reactive workload
• Experience of coping well under pressure and responding to changing priorities and tight deadlines
• Able to work independently and as part of a team
• Strong IT skills, especially Microsoft Office Word, Excel and Outlook
A basic knowledge of the Freedom of Information Act and Environmental Information Regulations would be an advantage but is not essential.
This role is a permanent post. The role will be based in one of the local area offices (though working from home during the pandemic) and you'll be working in a dispersed team. In the future travel will be required to other EA offices which may not be easily accessible via public transport, so a full UK driving licence is required.
Interviews are scheduled to take place w/c 31 January 2022 via MS Teams.
For additional information, please contact Sarah Payne on 02084 749 052 or Sarah.Payne@environment-agency.gov.uk
Interviews are scheduled to take place w/c 31 January 2022 via MS Teams.
For additional information, please contact Sarah Payne on 02084 749 052 or Sarah.Payne@environment-agency.gov.uk
23/01/2022, 23:55 hours
Basic Check
Communicates Effectively
Please give an example of where you had to communicate a difficult message. Describe you did and the outcome. What did you learn from this experience?
Please consider using the 'Situation Task Action Result (STAR) approach' in answering the question as this may help you frame your response effectively.
Please consider using the 'Situation Task Action Result (STAR) approach' in answering the question as this may help you frame your response effectively.
Uses Initiative
A large part of the role involves dealing with external customers, mostly via email. We receive a lot of customer enquirers so you'll be required to work in a reactive manner to deal with a busy workload. Give me an example of how you have responded to a situation that required urgent action. Did you need to take any sensible risks when necessary to achieve your objectives?
Please consider using the 'STAR approach' in answering the question as this may help you frame your response effectively.
Please consider using the 'STAR approach' in answering the question as this may help you frame your response effectively.
Works in Teams
We achieve our best outcomes in the Customers and Engagement Team when we work as a team. Give an example of when you have identified an opportunity to work and build relationships with other team members. How did it benefit them? How did you feel about it?
Please consider using the 'STAR approach' in answering the question as this may help you frame your response effectively.
Please consider using the 'STAR approach' in answering the question as this may help you frame your response effectively.
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.