Customers and Engagement Team Member - 31985

Are you passionate about protecting and enhancing an organisation’s reputation, delivering exceptional customer experiences, and empowering others to do the same?

Then the Environment Agency is for you! We'd like you to join our busy team that sits at the frontline of our customers service operation within East Anglia area.

Our team serves as the primary point of contact for customers to submit enquiries and requests for information. In this role, you'll play a key part in fulfilling our statutory duties by ensuring that customers receive timely, accurate, and helpful responses.

Every month, we handle around 500 enquiries, ranging from customer feedback and complaints to requests for information and correspondence from MPs. These are diverse and span a wide range of topics, from flooding and fisheries to water quality and waste. Through your contributions, you'll also help support our broader engagement efforts and strengthen our reputation for transparency and excellence.

Key Activities:

• Monitor and manage shared mailboxes.
• Ensuring enquiries are correctly allocated and directed to the appropriate technical teams.
• Manage and respond to complex customer enquiries and information requests within statutory timeframes (e.g. Environmental Information Regulation and Freedom of Information Requests).
• Be an important team player within the Customers and Engagement team, actively contributing to the varied workloads
• Building relationships with internal teams to identify service improvements and process gaps.
• Champion great customer service and support wider teams to be customer focused

In East Anglia we want to create a diverse workplace where people are respected, valued and listened to. We’re all different, and by embracing Equality, Diversity & Inclusion (EDI) we can become an equal opportunity employer where jointly we all grow and learn together.
It is our ambition to champion diversity through building a workforce as diverse as the communities we serve.

The Customers and Engagement Team sits within the Environment, Planning and Engagement Department, part of Local Operations in East Anglia Area. We’re a dynamic and responsive group, playing a vital role in how our organisation connects with the public, partners, and stakeholders.

Whether it’s engaging with local communities, elected representatives, or strategic partners, our focus is on delivering a high-quality, customer-centred service. We collaborate closely to ensure consistency, professionalism, and impact across everything we lead.

Essential:

• Excellent written and verbal communication skills, with the ability to produce high-quality, plain English responses.
• Strong organisational and time management skills, with the ability to manage a reactive workload and meet tight deadlines.
• A positive, proactive attitude and ability to work independently and as part of a team.
• Proven IT skills, especially Microsoft Office (Word, Outlook, Excel, Teams, SharePoint).
• Ability to cope well under pressure and respond to changing priorities.
• Excellent interpersonal skills and confidence in engaging with customers and colleagues.

Desirable:

• Knowledge of the Freedom of Information Act and Environmental Information Regulations.
• Experience in customer service (internal or external), both face-to-face and over the phone.
• Understanding of data protection principles.
• Analytical skills and attention to detail.

The candidate pack and generic role profile should be read along with the advert to understand the key accountabilities and skills needed.

The team is based at our Brampton (Huntingdon, Cambridgeshire) and Ipswich Offices. We currently work on a hybrid basis, from home or office, dependent on business need. There may be a need to travel between these offices, or to other locations. 

This is a full-time role although other work patterns will be considered.  

Responding to incidents is a central part of what we do. Everyone that joins us is required to undertake training and participate. Please see the candidate pack for more on how you will support with this, along with the fantastic benefits we offer.

Interviews are planned to be held late October, via MS Teams, but may be subject to change.

If you have any questions, please do contact Jessica Jackson via: Jessica.jackson@environment-agency.gov.uk

Please note we do not assess CVs. Answers to these competency questions will be used for interview selection so ensure you draw out your skills and experience in your responses. You have up to 250 words so please do use them to tell us what we need to know about you. See Candidate pack for more details and a link to our capability dictionary.

A large portion of this role will involve you quality checking ‘Customer Ready’ to ensure that we are providing a high quality and accessible response for the customer. Please can you provide us example of a time when you have had to communicate technical information to a non-technical audience. What did you do to make it accessible, and what was the outcome?

Being part of the customer and engagement team will involve managing internal and external customers and balancing their needs. Please can you tell us how you will manage these conflicting priorities whilst deliver excellent customer service?

You will be joining a team that works in a fast paces environment that delivers a variety of service to our internal and external customers, and during times of increased demand you may be called upon to support your colleagues with their work. Please can you tell us about a time that you have went above and beyond to build and maintain rapport with your colleagues, and how did you maintain good working relationships with them?