Customer Engagement Support Officer - Flood Risk Management

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 (e.g. Freedom of Information, Environmental Information Regulations) and our Customer Commitment, which provides a challenging and dynamic pace of work. We ensure that we effectively manage our reputation as a transparent and accountable organisation that listens and responds to our customers in a timely, informative manner.

Working closely with your colleagues, you'll help support our engagement with key communities and stakeholders. You'll champion great customer service to ensure that people find us easy to do business with. You’ll help teams engage with customers, communities and partners in order to protect our reputation and ensure we give clear, consistent messages around sensitive and emotive issues. You’ll also:
• Manage customer enquiries and complaints
• Work on multiple projects with a range of people internally and externally
• Support the Area Manager with executive correspondence

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!

We’re looking for excellent customer care skills and a genuine ability to provide great customer service. Your communications skills will be outstanding and you'll be able to produce high quality, plain English letters, briefings and engagement materials. You’ll demonstrate judgement and tact when dealing with challenging situations and briefing more senior colleagues and customers. You’ll also ideally be experienced:
• Dealing directly with external customers
• Carrying out a combination of assigned tasks unsupervised
• Prioritising your workload and adapting to changeable deadlines

A basic 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 & Engagement Support Officer.

The grade rate for this post is £22,211.

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.

Tell us about a time when you Identified and seized the opportunity to create, introduce and implement new or improved methods or processes without compromising quality or accuracy.

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?

Tell us how you have influenced and persuaded others to make difficult decisions or take courses of action to which they were previously opposed. How did you present your case in a convincing and attractive way in order to win people over? What was the outcome?

You'll be expected to analyse and interpret complex data. Tell us about a time when you had to rely on data to make an informed decision. How did it impact on the overall delivery of your task?