Customers & Engagement Team Leader - 9051
2
Yorkshire and the Humber
Leeds
Lateral
Staff Grade 5
Permanent
Full Time
Business Management & Improvement
£34,330
We are looking for an exceptionally talented leader who can inspire and motivate a team of customer specialists. You will lead our Customers and Engagement Team in developing and delivering executive correspondence and customer service support across the Yorkshire Area.
The work that we do to; protect homes and businesses from flooding, create and restore habitat and regulate waste and major industries puts us in constant contact with a great many people. Our customers and engagement team is at the heart of ensuring this contact is the best it can be and gives people the information and service they need.
You’ll ensure that complaints, enquiries and freedom of information requests are acted upon in a timely and efficient way and high standard of response is provided. You'll champion great customer service to ensure that people find us easy to do business with and that we get things right first time. You’ll work closely with your colleagues to provide information and answer questions from a wide range of customers on just about every topic we deal with (plus a few we don’t).
The work that we do to; protect homes and businesses from flooding, create and restore habitat and regulate waste and major industries puts us in constant contact with a great many people. Our customers and engagement team is at the heart of ensuring this contact is the best it can be and gives people the information and service they need.
You’ll ensure that complaints, enquiries and freedom of information requests are acted upon in a timely and efficient way and high standard of response is provided. You'll champion great customer service to ensure that people find us easy to do business with and that we get things right first time. You’ll work closely with your colleagues to provide information and answer questions from a wide range of customers on just about every topic we deal with (plus a few we don’t).
The Customers and Engagement team is a busy team that works with others to deliver excellent customer service to people living and working across Yorkshire. Ensuring we give clear, consistent advice and information on sensitive and emotive issues, such as flooding, pollution and regulated sites. We manage a diverse range of requests and correspondence from many different stakeholders and customers including Members of Parliament and Government Ministers.
The person we are looking for will have exceptional leadership skills and be able to motivate, inspire and develop others. Ideally they have experience in the handling of complex complaints from receipt to resolution. They will be able to advise, guide, support and influence people at all levels. The successful candidate must be able to work well under pressure, problem solve and be able to recommend and drive service improvement.
Knowledge of the Freedom of Information and Data Protection Acts and Environmental Information Regulations would be an advantage.
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 want to work part time.
Knowledge of the Freedom of Information and Data Protection Acts and Environmental Information Regulations would be an advantage.
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 want to work part time.
Closing date; 19th October 2018 at 23:55 hours
Location base is Leeds. For further details please contact the recruiting manager Katharine Smith on Tel: 0203 025 6566 or email: katharine.smith@environment-agency.gov.uk
Location base is Leeds. For further details please contact the recruiting manager Katharine Smith on Tel: 0203 025 6566 or email: katharine.smith@environment-agency.gov.uk
19/10/2018, 23:55 hours
Basic Check
Delivers Results Through Others
Harnesses the team to deliver results on time, to required standards and in line with organisational processes and procedures.
Please note your answer will be used for interview selection.
The work of the C&E team is dependent on many other teams input. How do you ensure that your team’s activities work well with other interdependent teams? How do you secure others co-operation and input to deliver your own work?
Please note your answer will be used for interview selection.
The work of the C&E team is dependent on many other teams input. How do you ensure that your team’s activities work well with other interdependent teams? How do you secure others co-operation and input to deliver your own work?
Leads People
Provides leadership that inspires and motivates others to achieve their personal goals and the goals of the organisation
Please note your answer will be used for interview selection.
Describe a time when you have acted as a role model for your organisation’s visions or values. How did this encourage improved performance and excellence within your team?
Please note your answer will be used for interview selection.
Describe a time when you have acted as a role model for your organisation’s visions or values. How did this encourage improved performance and excellence within your team?
Focuses on Customers and Partners
Addresses the needs of internal and external customers, provides rapid and effective responses
Please note your answer will be used for interview selection.
Please give examples of how you have delivered effective customer and partner relations. How did you ensure others follow your same standards?
Please note your answer will be used for interview selection.
Please give examples of how you have delivered effective customer and partner relations. How did you ensure others follow your same standards?
Takes Decisions and Solves Problems
Finds and delivers optimal solutions by effectively analysing all the information, probing to develop alternatives and taking sound and timely decisions.
Please note your answer will be used for interview selection.
Tell us about a time when there wasn’t an obvious or tested solution to a problem, how did you go about finding a solution that worked for all parties?
Please note your answer will be used for interview selection.
Tell us about a time when there wasn’t an obvious or tested solution to a problem, how did you go about finding a solution that worked for all parties?
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.