Customers and Engagement Officer - 9382
1
London, South East
West Malling
Orchard House
Staff Grade 3
Permanent
Full Time
Operational Delivery
£22,433
Do you have the passion, energy and commitment to serving customers, dealing with complicated issues and creating and maintaining relationships? We are seeking an enthusiastic Customer Services Officer to join our team.
You will help us respond to over 900 enquiries per quarter from businesses and the public. These are often complicated issues, which require responses from multiple internal teams so you will be an excellent communicator who quickly builds and maintains relationships. You will also have the skills to quickly collate succinct responses using Plain English.
You will be our public face for answering emails and telephone calls, and will represent the Environment Agency in everything you do.
You will help us respond to over 900 enquiries per quarter from businesses and the public. These are often complicated issues, which require responses from multiple internal teams so you will be an excellent communicator who quickly builds and maintains relationships. You will also have the skills to quickly collate succinct responses using Plain English.
You will be our public face for answering emails and telephone calls, and will represent the Environment Agency in everything you do.
Customers and Engagement are an enthusiastic and motivated team working with others to deliver excellent customer service. We are the heartbeat of the area, supporting the business by managing relationships with communities, the general public, MPs and internal customers such as the Area Director, Chairman and Board.
Managing a diverse range of requests from active and informed customers it’s essential to provide support and guidance to allow us to be an open and transparent organisation.
Managing a diverse range of requests from active and informed customers it’s essential to provide support and guidance to allow us to be an open and transparent organisation.
You must be an excellent communicator, able to produce high quality, plain English communications. You must be confident talking to customers and colleagues, on the phone and face to face. You must have experience in working with and influencing colleagues, and be organised. You should enjoy the challenge of working in a busy team and with tight deadlines and changing priorities.
You should be competent using Excel, Word systems. Working knowledge of FOI and EIR regulations would be a great advantage. The following are the desired attributes:
• The ability to work flexibly, manage your own workload and meet tight deadlines;
• Excellent verbal and written communication skills (specifically editing and proof-reading);
• A proven ability to build and sustain relationships;
• An enthusiastic/proactive problem solver;
• The ability to work unsupervised and as part of a team;
• The ability to find innovative solutions to issues.
You should be competent using Excel, Word systems. Working knowledge of FOI and EIR regulations would be a great advantage. The following are the desired attributes:
• The ability to work flexibly, manage your own workload and meet tight deadlines;
• Excellent verbal and written communication skills (specifically editing and proof-reading);
• A proven ability to build and sustain relationships;
• An enthusiastic/proactive problem solver;
• The ability to work unsupervised and as part of a team;
• The ability to find innovative solutions to issues.
Closing Date: 25th November 2018 at 23:55
The role will be based in Orchard House, West Malling, Kent and interviews will be held on week commencing W/C 03 December 2018.
The Salary range will be £22,433 - £26,953, dependant on experience.
For further details please contact Paul Dellar Customers and Engagement Team Leader on 0208 4748278 or by email on paul.dellar@environment-agency.gov.uk
We are 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, so please include clearly any information regarding your preferred working arrangements on your application.
The role will be based in Orchard House, West Malling, Kent and interviews will be held on week commencing W/C 03 December 2018.
The Salary range will be £22,433 - £26,953, dependant on experience.
For further details please contact Paul Dellar Customers and Engagement Team Leader on 0208 4748278 or by email on paul.dellar@environment-agency.gov.uk
We are 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, so please include clearly any information regarding your preferred working arrangements on your application.
25/11/2018, 23:55 hours
Basic Check
Focuses on Customers and Partners
Addresses the needs of internal and external customers, provides rapid and effective responses
In this role you will be required to provide and find ways to continually improve the customer service you and your colleagues provide.
Describe an occasion when you used your knowledge and understanding of a particular customer to improve the service you/your team provided for them.
• Who was the customer?
• How did you gain a good understanding of this customer?
• What improvements did you make to the service they received from you?
• What were the benefits? (to the customer/you/your team)
Please note your answer will be used for interview selection.
In this role you will be required to provide and find ways to continually improve the customer service you and your colleagues provide.
Describe an occasion when you used your knowledge and understanding of a particular customer to improve the service you/your team provided for them.
• Who was the customer?
• How did you gain a good understanding of this customer?
• What improvements did you make to the service they received from you?
• What were the benefits? (to the customer/you/your team)
Please note your answer will be used for interview selection.
Achieves Results
Sets and delivers high work standards, demonstrates the drive to meet targets. Prioritises and organises tasks and resources to ensure timely achievement of results.
In this role you will be required to share and embed learning from previous experience.
Even the most organised people overlook some of the activities required in planning a piece of work or an event/project. Describe a time when this happened to you?
• What was the situation?
• What were the consequences?
• How did you rectify the situation?
• How did you stop it happening again?
Please note your answer will be used for interview selection.
In this role you will be required to share and embed learning from previous experience.
Even the most organised people overlook some of the activities required in planning a piece of work or an event/project. Describe a time when this happened to you?
• What was the situation?
• What were the consequences?
• How did you rectify the situation?
• How did you stop it happening again?
Please note your answer will be used for interview selection.
Takes Decisions and Solves Problems
Finds and delivers optimal solutions by effectively analysing all the information, probing to develop alternatives and taking sound and timely decisions.
In this role you will be required to spend time analysing complex queries that may require you to think outside the box.
Describe an occasion when you have been presented with a particularly piece of work that required you to take an alternative route to solving it than you would normally have done?
• What was the situation?
• How did you analyse the work and its complications?
• How did you solve the situation?
• Describe the decisions you had to make and lessons you learnt?
Please note your answer will be used for interview selection.
In this role you will be required to spend time analysing complex queries that may require you to think outside the box.
Describe an occasion when you have been presented with a particularly piece of work that required you to take an alternative route to solving it than you would normally have done?
• What was the situation?
• How did you analyse the work and its complications?
• How did you solve the situation?
• Describe the decisions you had to make and lessons you learnt?
Please note your answer will be used for interview selection.
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.