Customer & Engagement Officer - 9648

South West
Bodmin , Exeter , Launceston
Sir John Moore House, Pennygillam Depot, Manley House
Staff Grade 4
Full Time, Part Time/Job Share
Contact Centre, Customer Insight, Environment & Sustainability, Other
Devon, Cornwall & the Isles of Scilly is an amazing place to live and work. At the Environment Agency, we're working to create a greater place for people and wildlife, from protecting homes and businesses from flooding, to creating and restoring habitat and working with businesses to achieve amazing things for our local environment. We are seeking an enthusiastic and driven individual who is passionate about making a difference. This role is crucial to support our public service reputation across Devon, Cornwall and the Isles of Scilly. 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. You’ll be working closely with colleagues to provide information and answer questions from a wide range of customers on just about every topic we deal with (and a few we don’t).

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.
The team
The Customers and Engagement team is a busy team that works with others to deliver excellent customer service to the Devon, Cornwall and Isles of Scilly area. We manage a diverse range of requests from active and informed customers, including MPs. The team plays an important role in managing relationships that are essential to our reputation and business delivery; and in providing support and guidance to our area teams.
Experience/skills required
The ideal candidate will have:

• A positive, proactive, and hard-working attitude
• the ability to communicate effectively in writing and in person;
• excellent organisation and influencing skills;
• proven customer skills;
• the ability to work unsupervised and as part of a team;
• the ability to work flexibly, manage your own workload and meet tight deadlines;
• an understanding of, or interest in the natural environment

Knowledge of the Freedom of Information Act and Environmental Information Regulations would be an advantage.

Other key requirements for this job include proficiency in Microsoft Outlook, Word and Excel.
Contact and additional information
Closing date: 03/02/19
For more information on this role please contact Kirsty Gilmour, C&E Team Leader for Devon, Cornwall & Isles of Scilly via email at

03/02/2019, 23:55 hours

Basic Check
Focuses on Customers and Partners
The C&E Officer role is a customer facing position, our aim is to provide exceptional customer service to our internal and external customers.

Describe a time when you have provided excellent customer service. What did you do, and how did that make a difference?
Works in Teams
We are a small team with an exciting and wide ranging workload. We often have to work to tight deadlines so working together and supporting one another is essential.

Describe a time when you have worked well as part of a team. How did the way you work contribute to the overall effectiveness of the team?
Communicates Effectively
What does effective communication look like to you? Describe a time where you have gathered information from a variety of sources and communicate this to a customer or colleague.
Takes Decisions and Solves Problems
A Grade 4 C&E officer is a technical lead in their field, providing advice and guidance to others and using their problem solving skills unravel complex customer enquiries.

Describe a time when you have solved a particularly complex problem. Include any challenges you faced and how you overcame them.
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 for more information.

This Vacancy is closed to applications.