Customer and Engagement Officer - 25906

3
South West, West Midlands
Birmingham , Kidderminster , Shrewsbury , Tewkesbury , Fradley
Riversmeet House, Hafren House, Mance House, Sentinel House, AQUA HOUSE BIRMINGHAM B3 1AQ
Staff Grade 4
Permanent
Full Time
Environment & Sustainability
£29,706
Are you an enthusiastic and driven individual who is passionate about making a difference?
Our Customer and 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 and always put customer service first.
As part of the role, you will:
• Advise colleagues across the business of engagement best practice, working on multiple projects with a range of people internally and externally
• Enable, mentor and coach others to deliver outstanding customer focus,
• Support the Area Director and Area Leadership Team with MP engagement and executive correspondence
• Manage customer enquiries, freedom of information requests and complaints
• Play a key role in updating stakeholders during environmental incidents and have a communications and engagement based incident role
You will be expected to fulfil an incident management role and apply excellent leadership behaviours towards incident management.
The C&E team work internally and externally to support and deliver outstanding customer service, stakeholder management, and engagement.
We coordinate and quality assure responses to complaints, requests for information, Freedom of Information requests and sensitive correspondence within statutory timeframes.
We manage relationships with MPs, and oversee all engagement on complex or high interest projects, working closely with the Area Director and Area Leadership Team.
The team supports Incident Response through a variety of incident roles.
The ideal candidate will have:
• A positive, proactive, and hard-working attitude
• Excellent communication skills: able to produce high quality plain English engagement materials; be able to listen and negotiate; and show judgement and tact when dealing with challenging situations
• Proven successes by building and coordinating relationships with internal and external partners
• Experience supporting and empowering a range of people to deliver successful outcomes
• Brilliant organisational and time management skills in order to cope with an adaptable workload
• Experience of motivating and leading people into new ways of thinking and working
• Experience of coping well under pressure and responding to changing priorities
• Able to work effectively independently and as part of a team
• Strong IT skills, especially Microsoft Office Word, Excel, PowerPoint and Outlook
Interviews are scheduled to take place w/c 3 April.

For additional information please contact Stacy Stringer on 07584475672 or email stacy.stringer@environment-agency.gov.uk

23/03/2023, 23:55 hours

Basic Check
Achieves Results
How did you navigate the most demanding and challenging time in your working life and what did you achieve as a result?
Engages others
This role champion’s engagement across the business. Please tell us about a time you have needed to engage with a stakeholder and what techniques were key to your success.
Focuses on Customers and Partners
This role will be working closely with a range of internal and external customers and be integral to the team which is the centre of excellence for customer service. Please tell us how you always provide outstanding customer service when working with a variety of people.
Data and Information Management
This role will involve supporting with and co-ordinating some of our more technical Freedom of Information Requests. Give us an example of when you have had to collate information from different sources to answer a question or achieve a result.
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.