Customers and Engagement Officer - 12869

3
East of England, London, South East
Welwyn Garden City
Alchemy, Bessemer Road, AL7 1HE
Staff Grade 4
Fixed Term
Full Time
Communications / Marketing, Customer Insight
£27,572 Pro-rata
We are the Environment Agency. We protect and improve the environment. We help people and wildlife adapt to climate change and reduce its impacts, including
flooding, drought, sea level rise and coastal erosion. We improve the quality of our water, land and air by tackling pollution. We work with businesses to help them comply with environmental regulations. A healthy and diverse environment enhances people’s lives and contributes to economic growth.

We are looking for an enthusiastic and driven individual who is passionate about making a difference. This role is crucial to support our public service reputation across Hertfordshire and North London. You'll be on the frontline of championing great customer service to ensure that people find us easy to do business with and that we get it right first time more often. We support technical teams with their engagement - from helping to create high impact briefings to consulting local communities on our plans. We act as a mentor to Area teams, following the Working with Others principles of engagement. In addition to that, we support the Area Director with political engagement and executive correspondence to key customers.
The Customers and Engagement team is a busy team that works with other teams to deliver excellent customer service to the Hertfordshire and North London area. We play an important role in managing relationships that are essential to our reputation and business delivery. Our engagement officers help teams to engage with customers, communities and partners. They protect our reputation and ensure we give clear, consistent messages around sensitive and emotive issues.
You must be an excellent communicator, able to produce high quality, plain English letters, briefings and engagement material. You must be confident talking to customers and colleagues, on the phone and face to face, and be willing to facilitate meetings and activities. You must have experience in working with and influencing colleagues, and be very organised. You must also be flexible to changing priorities and working patterns during incidents.

We are looking to fill this position on a full time basis but the diverse nature of the role means it can be easily job-shared. We support flexible working and welcome applications from candidates who work part time.
For further details please contact Esther van Lith, Engagement Team Leader for Hertfordshire and North London, on 0208 4747 299 or by email: esther.vanlith@environment-agency.gov.uk

15/10/2019, 23:55 hours

Basic Check
12 months
Focuses on Customers and Partners
Please provide an example of when you changed your normal ways of working to meet a customer’s specific needs. How did you ensure you knew what the customer wanted? What did you do differently? What was the outcome?
Communicates Effectively
Please provide an example of when you had to communicate a difficult message to someone who had limited understanding of the subject. How did you go about it? How did you ensure they understood the message?
Influences and Persuades Others
Please provide an example of when you influenced someone to change their behaviour or approach in order to achieve a specific outcome. How did you ensure common understanding? What barriers did you need to break down?
Achieves Results
Please provide an example of a challenging goal that you have set for yourself and the steps that you took to achieve it. Why did you set yourself this goal? How did you plan and prioritise your work to meet your goal? How did you monitor progress?
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.