Knowledge Specialist - 23696

Yorkshire and the Humber
Rotherham , Sheffield
Templeborough, Quadrant Two
Staff Grade 3
Full Time
Contact Centre
Are you passionate about customer service, communication, and continuous improvement? Bring that passion and enthusiasm to this role!
Our Contact Centre Services (CCS) Knowledge team are customer focussed, delivering the right information to the right people at the right time.

In this role, you will make sure our advisers have the best information to deal with customer enquiries by creating and updating our knowledgebases, identifying, and creating alternative tools for advisers and communicating both verbally and in writing.
This role brings development opportunities and as you become more experienced, you will be involved in projects as part of a team to ensure the service improves and evolves. This requires you to understand and contribute to change activities such as understanding new work streams and providing the voice of the customer.

You will develop strong relationships inside and outside CCS, which you will use to understand how changes and new services affect us. You will translate and communicate changes to teams delivering our service. There may be occasions when you need to deliver work to tight deadlines.
By building a good understanding of the work we do, you will provide support to advisers with complex enquiries, working closely with other teams.
We are a very friendly and supportive team who help and encourage each other to deliver our best work. We will welcome you with a comprehensive induction and support you as you develop your skills.
We aim to be inclusive, and you will have the opportunity to join our many staff support groups. We believe people should feel comfortable bringing their whole selves to work.
The ability to deliver information and ideas clearly, accurately and sometimes with influence.

Be capable of identifying your audience and stakeholders, and choosing the appropriate channel to communicate with them.

The ability to manage your time well, prioritise tasks and complete them to deadlines when needed.

Experience in addressing the need for knowledge, information and communications of internal and external customers.

You will be capable of collecting, analysing and interpreting information, and recording, managing and sharing information appropriately.

Experience of identifying and taking opportunities to create and implement new approaches or ways of working to improve a service.
We are currently working to a charter of at least 1 day a week in one of our offices (Sheffield or Rotherham), with the freedom to work from home the rest of the week if preferred. This is flexible and may change depending on business needs.

Occasional travel to other offices may be required, to be fully involved in change projects and gather information.
For more information about the role contact:
Emj Dyall (she/her) - Knowledge Manager
Tel: 02084728054

21/08/2022, 23:55 hours

Basic Check
Communicates Effectively
Give an example of when you have communicated a change to a group of people and how you did it.
Focuses on Customers and Partners
Give an example of a time when you have improved a service your customers receive?
Manages Self
Give an example of a time where you've worked to difficult deadlines, and how you organised yourself to meet 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.