Customer Analyst - 25935

3
Yorkshire and the Humber
Sheffield
Quadrant Two
Staff Grade 5
Permanent
Full Time, Part Time, Part Time/Job Share
Contact Centre, Analytical
£37,462
This is an exciting opportunity to join Contact Centre Services (CCS) in a new role, as an Analyst in our new Customer and Business team. You will be one of three Analysts who will work in partnership across the organisation, delivering customer-focused outcomes that support the EA’s ambition to provide professional, efficient and effective customer service, helping the Environment Agency to achieve EA2025.

You will provide customer focused analysis to identify improved ways of working across the organisation at a local or national level and lead workstreams and projects that support colleagues and implement these. We’re looking for people who are motivated, advocates for change and excited about helping to shape how the organisation supports its customers. You will need good experience of delivering continuous improvement and innovation and to be able to demonstrate experience in engaging with stakeholders and influencing others around change.
Contact Centre Services is a diverse, vibrant and friendly team which handle over 500,000 customer interactions every year. There’s our Operations team including the National Customer Contact Centre and the Incident Communications Service (24x7 365 days) and our Business and Customer team, who support the running of Operations, deliver change and champion the customer for the organisation.
Ability to manage, plan and implement projects or change programmes in a customer focused environment, using a wide range of project and change management techniques
Ability to establish and maintain a wide variety of strong networks with internal and external contacts for the benefit of the business and customers.
Ability to influence and communicate clearly and effectively at all levels, to ensure effective delivery of a change/project/piece of work
Experience of improving processes and services through influencing and working with others to develop improved ways of working
Able to embrace innovation, challenge existing practices; offering creative ideas to deliver customer solutions
Ability to react quickly, and be agile to rapidly changing business needs
Ability to work with and analyse data
Experience of existing reporting, processes and systems across the EA desirable
If you want to know more please contact Freya Chappell at freya.chappell@environment-agency.gov.uk
The Environment Agency is fully committed to having an inclusive workforce to reflect the communities we serve. We welcome flexible working patterns for all our vacancies, including job share. Contact Centre Services work from two sites, Sheffield and Rotherham and support a hybrid working model with a mix of home and office working

22/03/2023, 23:55 hours

Basic Check
Achieves Results
Description: Sets and delivers high work standards, demonstrates the drive to meet targets.

Application question: Tell us about a time when you have achieved something significant, in challenging circumstances
Focuses on Customers and Partners
Description: Addresses the needs of internal and external customers, provides rapid and effective responses

Application question: Tell us about a time when you have improved a service or process for internal or external customers
Influences and Persuades Others
Description: Presenting a case in a convincing and attractive way that will win people over, encouraging them to follow plans willingly; often succeeding where logic and reason alone would fail.

Application question: Tell us about a time when you have planned and prepared influencing strategies for key players and/ or stakeholders.
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.