Customer Engagement & Information Team Leader - Flood Risk Management
1
Yorkshire and the Humber
Leeds
Staff Grade 5
Permanent
Communications / Marketing, Customer Insight, Operational Delivery
Last year Yorkshire was severely affected by flooding. We’re growing our Flood and Coastal Risk Management teams so that we can reduce the risk of flooding to the people of Yorkshire. It’s an exciting time and we need your help to ensure we’re prepared.
You’ll be part of a team responsible for customer engagement across Yorkshire. We ensure all enquiries are responded to in accordance with legislation and manage our reputation as a transparent and accountable organisation that listens and responds to customers in a timely and informative manner.
You’ll manage and provide direction to the team, ensuring that outputs are timely, on budget and of appropriate quality. Building and maintaining productive and influential relationships with internal and external customers and partners will be at the heart of your role, as will ensuring that messages around sensitive and emotive issues are clear and consistent. You’ll also:
• Construct and deliver large internal and external engagement projects
• Negotiate resources from internal delivery teams
• Ensure an appropriate balance of skills is maintained within the team
• Provide leadership in health, safety and wellbeing
• Advise senior managers on engagement best practice
You’ll be part of a team responsible for customer engagement across Yorkshire. We ensure all enquiries are responded to in accordance with legislation and manage our reputation as a transparent and accountable organisation that listens and responds to customers in a timely and informative manner.
You’ll manage and provide direction to the team, ensuring that outputs are timely, on budget and of appropriate quality. Building and maintaining productive and influential relationships with internal and external customers and partners will be at the heart of your role, as will ensuring that messages around sensitive and emotive issues are clear and consistent. You’ll also:
• Construct and deliver large internal and external engagement projects
• Negotiate resources from internal delivery teams
• Ensure an appropriate balance of skills is maintained within the team
• Provide leadership in health, safety and wellbeing
• Advise senior managers on engagement best practice
Customers and Engagement teams support the business by managing relationships with local authorities, MPs and the general public. During flooding incidents we also help get the right messages out to our customers – the people of Yorkshire.
This is an important, proactive and customer-focused team in a high profile area of the Environment Agency. We promise you that no two days will be the same!
This is an important, proactive and customer-focused team in a high profile area of the Environment Agency. We promise you that no two days will be the same!
You’ll come from a customer service, engagement, complaints, journalism or PR background. Either way, you’ll have excellent customer care skills and experience constructing and delivering large engagement projects. You must have experience providing team leadership to deliver outcomes through others and be politically savvy on a local and national level.
We’re also looking for evidence of as many of the following:
• Supporting incident management activities
• Delivering new ways of working
• Identifying, communicating and helping to fill knowledge gaps in the team
• Facilitating value, accountability and performance across the team including resource management
Flood risk knowledge is a distinct advantage (but not essential) and ideally you’ll be educated to degree-level (or equivalent) and/or CIPR registered. Knowledge of the Freedom of Information Act and Environmental Information Regulations would be an advantage, as would awareness of other data handling regulations such as the Data Protection Act.
We’re also looking for evidence of as many of the following:
• Supporting incident management activities
• Delivering new ways of working
• Identifying, communicating and helping to fill knowledge gaps in the team
• Facilitating value, accountability and performance across the team including resource management
Flood risk knowledge is a distinct advantage (but not essential) and ideally you’ll be educated to degree-level (or equivalent) and/or CIPR registered. Knowledge of the Freedom of Information Act and Environmental Information Regulations would be an advantage, as would awareness of other data handling regulations such as the Data Protection Act.
Internal role title: Customers and Engagement Team Leader.
The grade rate for this post is £33,990.
There are opportunities to get involved with incident management when flooding occurs. We have a flexible range of roles you can volunteer for and you’ll get all the training and support you need.
Please download the candidate pack (below) for more information. For further information please contact YorkshireRecruitment@ea.gov.uk.
The closing date for applications is 9th January 2017.
Interviews will be held the weeks commencing 27th February and 6th March.
The grade rate for this post is £33,990.
There are opportunities to get involved with incident management when flooding occurs. We have a flexible range of roles you can volunteer for and you’ll get all the training and support you need.
Please download the candidate pack (below) for more information. For further information please contact YorkshireRecruitment@ea.gov.uk.
The closing date for applications is 9th January 2017.
Interviews will be held the weeks commencing 27th February and 6th March.
09/01/2017, 23:55 hours
Basic Check
Delivers Results Through Others
You’ll be expected to harness the team to deliver results on time, to required standards and in line with organisational processes and procedures. Tell us how you have assigned workload and resources to achieve business outcomes.
Business of the Environment Agency
You’ll need to understand the direction, goals and business of the Environment Agency, enhancing and protecting, at all times, the Environment Agency’s work and interests. Please describe what you believe to be the major environmental outcomes (new and ongoing) the Environment Agency is currently focused on.
Focuses on Customers and Partners
You'll need to focus on our customers and partners. Tell us about a successful working relationship you have developed either with a customer or an external organisation. How did you identify the needs of this person/organisation? How do you measure and improve customer satisfaction?
Engages others
Tell us about a time you have planned, delivered and evaluated effective stakeholder engagement for a project, issue, plan or site.
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.