Customer and Engagement Team Member - 34437

Customer and Engagement Team Member - 34437
1
South West
Blandford Forum , Bridgwater
DEFRA GRP EA RIVERS HOUSE BLANDFORD, DT11 8SA, DEFRA GRP EA RIVERS HOUSE BRIDGWATER, TA6 4YS
Staff Grade 3
Fixed Term
Administration / Corporate Support, Knowledge & Information Management
Full Time
£29,751 Pro-rata

19/05/2026, 23:55 hours

PC03 Partnerships & Customers, Grade 3

Basic Check

In Wessex, we are committed to creating a diverse and inclusive workplace where everyone is respected, valued, and heard. By embracing Equality, Diversity and Inclusion (EDI), we aim to be an equal opportunities employer where people can grow, learn, and succeed together. 

We are proud to champion diversity and aspire to build a workforce that reflects the communities we serve. 

This is an exciting opportunity to join the Environment Agency’s Wessex Customers & Engagement Team, where you will play a vital role in delivering high-quality customer service and protecting our reputation. 

You will work closely with national and local colleagues to provide accurate, timely, and accessible information to a wide range of customers across the Wessex area. Your work will help ensure the Environment Agency remains easy to engage with and responsive to public needs. 

Key Responsibilities: 

  • Deliver excellent customer service to customers across the Wessex region 
  • Manage customer enquiries and Freedom of Information requests via email, telephone, and letter 
  • Liaise with teams across the Environment Agency to gather accurate and relevant information 
  • Respond to customer enquiries within statutory timescales 
  • Accurately record enquiries and responses using our customer tracking database 

This role is offered on a fixed term full-time basis, however we actively support flexible working and welcome applications from candidates seeking part-time arrangements. 

 Responding to incidents is a core part of the Environment Agency’s work. You will be required to hold an incident role and be available to respond to incidents or provide business continuity support when required. Full training, alternative working arrangements, and additional payments may apply to support this responsibility. 

The Customer and Engagement team is a friendly, supportive group within the EPE directorate. We work with a wide range of technical and project teams across Wessex. As the Environment Agency’s centre of excellence for customer service and reputation, we handle diverse enquiries and guide effective engagement. We’re professional, people-focused and collaborative, supporting each other to achieve the best for our customers. 

We are seeking a self‑motivated and customer‑focused individual who is committed to delivering high‑quality service. 

You will demonstrate: 

  • Excellent written and verbal communication skills 
  • The ability to produce accurate, high‑quality work 
  • Strong organisational skills, with the flexibility to prioritise workloads and meet tight deadlines 
  • Experience handling customer enquiries and responding to data‑related requests 
  • Excellent interpersonal skills, with confidence in engaging positively with customers and colleagues 
  • Good IT proficiency, including the effective use of Microsoft packages such as Outlook 

We are looking for candidates who bring enthusiasm, professionalism, and the right skills to succeed in this role. In return, you will benefit from a range of development opportunities, with appropriate training and ongoing support provided to help you grow and progress.

The role can be based at either our Blandford or Bridgwater Offices, with flexible home working included. As a dispersed team, there is an occasional need to travel. Flexible working arrangements are in place to support your work/life balance. 

Interviews will be held via MS Teams within two weeks of the closing date. 

If you consent to be recruited onto a reserve list, we will hold your details for 6 months and we may offer you an alternative post. 

Please read the Candidate / Additional Information Pack for information. If you have any queries, please contact Nicola Jess, Wessex Customer & Engagement Team Leader: nicola.jess@environment-agency.gov.uk  

Up to 12 months
Achieves Results
Definition: Sets and delivers high work standards, demonstrates the drive to meet targets. Prioritises and organises tasks and resources to ensure timely achievement of results.

QUESTION HERE: Give an example of when you prioritised your workload to ensure you achieve the results required in your role.
Focuses on Customers and Partners
Definition: Addresses the needs of internal and external customers, provides rapid and effective responses.

QUESTION HERE: Give an example of when you have had to balance the needs of a number of different customers?
Communicates Effectively
Definition: Listens and questions to understand and engage. Conveys information & ideas clearly, accurately and persuasively through speech & writing.

QUESTION HERE: Can you describe a time when you had to communicate technical or complex information to a non-technical audience? How did you tailor your communication style to ensure understanding, and what challenges did you face?
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.

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Although the Environment Agency is a non-departmental public body sponsored by Defra, we subscribe to and align with the candidate guidance on the use of artificial intelligence found on the  Civil Service Careers website. Please review for more information on appropriate and inappropriate use.

This Vacancy is closed to applications.