Customers and Engagement Officer - 9975

1
East of England
Ipswich
Iceni House
Staff Grade 4
Fixed Term
Full Time, Part Time
Administration / Corporate Support, Contact Centre, Customer Insight, Knowledge & Information Management
£27,572 Pro rata
Variety sits at the heart of this role. It’ll be up to you to take care of customer enquiries and complaints and to support proactive engagement work. You’ll coordinate and advise others on how to resolve complex customer requests and complaints whilst ensuring the responses are of high quality and are based on sound technical ground by working with our various technical teams.

When engaging with partners and stakeholders, our teams will look to you for advice on sharing information effectively and how to make the most of opportunities for greater collaboration. Your strong focus on exceptional customer service will see you building great working relationships and collaborating to achieve environmental goals.

You will work with the team to continuously improve how we do things and to identify better ways of working to enhance the service we deliver. You will share your learning by getting involved in local and national projects and working groups to deliver well-planned, integrated solutions and to support local incident management activities.

A full UK driving licence is desirable. The team is split between our Brampton (Huntingdon) and Ipswich Offices and so travel between these offices will be necessary every few weeks.
We are a busy team of talented professionals working collaboratively to deliver excellent service for our customers and partners across East Anglia. Our customers range from MPs to the general public and consultants. During incidents we also help get the right messages out to our customers.

The team plays an important role in managing relationships that are essential to our reputation and business delivery; and in providing support, guidance and training to other teams.
We are looking for a real people person with exceptional customer service and brilliant communication skills, someone who takes a professional, enthusiastic approach, and with the confidence to make decisions on your own initiative and as part of a team. You’ll be good at adapting your behaviour to handle different situations, and building strong relationships.

You may come to us from a customer service, engagement or complaints background. You’ll have a genuine ability to provide great customer service, and 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.

A basic knowledge of the Freedom of Information Act and Environmental Information Regulations would be an advantage but not essential, as would awareness of other data handling regulations such as the Data Protection Act.
Closing: 3/3/19 at 23:55
The grade rate is £27,572, hours: 37 per week.
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. If successful, your line manager will discuss arrangements with you depending on your role and circumstances.
The information in the candidate pack is taken from a generic role profile so, whilst relevant, it is not specifically tailored to this position. The advert provides you with details of key accountabilities and skills needed to succeed in this role.
If you have any questions on these posts please contact the hiring manager: tim.gornall@environment-agency.gov.uk or on 07717 727446 from 25 February.

03/03/2019, 23:55 hours

Basic Check
7 Months
Communicates Effectively
Please give an example of a time when you have had to tailor your communication style to a specific individual/ situation.

Please note, we do not accept CVs and that is your answer given below that will be used for interview selection.
Focuses on Customers and Partners
Please describe an occasion when you have used your knowledge and understanding of a particular customer to improve the service you provided for them.

Please note, we do not accept CVs and that is your answer given below that will be used for interview selection.
Works in Teams
The team you will be joining is based across two offices, Brampton (Huntingdon) and Ipswich.
Please give an example of how you have worked to build relationships within your own team and with other team members.

Please note, we do not accept CVs and that is your answer given below that will be used for interview selection.
Coaches Others
There will be times when you need to advise others in the team on how best to approach situations or tasks - and provide feedback.
Describe a time when you have had to adjust your method or style to meet the needs of various colleagues.

Please note, we do not accept CVs and that is your answer given below that will be used for interview selection.
Full Driving Licence
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.