Customer Enquiries Officer - 8154

1
South West
Blandford Forum , Bridgwater
Rivers House Blandford, Rivers House Bridgwater
Staff Grade 4
Permanent
Full Time
Communications / Marketing, Customer Insight
£27,138
This is a fantastic opportunity in our Customer and Engagement Team. If you are a forward thinking person with good customer skills, influencing capability, and the energy to challenge, develop and embrace better ways of working for the environment, then make sure you apply!

We’re looking for a dynamic, out-going, innovative and experienced person to join the team.

The Customer and Engagement Team ensure that customers and partners are provided with data and information in accordance with the Data Protection Act, Environmental Information Regulations and the new General Data Protection Regulation.
We protect the Environment Agency’s reputation and make sure we give clear, consistent messages around sensitive and emotive issues.

Your work will involve liaising with the Area Management Team, Deputy Director, Defra, Government Relations department and the Chief Executive’s office to provide high quality, customer focussed responses to tight deadlines. You will manage and respond to complex customer enquiries using the relevant exemptions and exceptions.

You will look to develop efficiencies within the team and improve relationships with various technical teams to make the enquiries process easier for everyone. You will advise teams across the business of best practice, mentor and enable others to deliver with a customer focus.
The Customer and Engagement Team is a small but busy team that works with teams across the business to deliver excellent customer service across the Wessex Area. We manage and respond to a diverse range of requests, complaints, and enquiries from an equally diverse customer base, including members of the public, consultants, businesses, Local Authorities and MPs.
The team monitors and manages relationships that are essential to our reputation and business delivery.
Experience/Skills:
• Excellent written and verbal communication skills and be able to produce high quality, plain English responses
• Highly organised and flexibility, able to work to tight deadlines and prioritise workloads effectively to meet these deadlines
• Experience of working with internal and external customers and able to work with the differing demands and deadlines of both
• Experience of handling enquiries, data request and senior level correspondence

A basic knowledge of the Regulations mentioned above would be useful.
Closing Date: 3rd June 2018 at 23:55 hours

For additional information, please contact: David Humphrey (Team Leader) on 020 302 50156 or by email: david.humphrey@environment-agency.gov.uk or Lynn Smyth (Enquiries Specialist) on 020 302 50249 or by email on: lynn.smyth@environment-agency.gov.uk

You can also download the candidate pack for more information.

03/06/2018, 23:55 hours

Basic Check
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.

• Maximises work output by setting goals and priorities tracking and measuring outcomes and taking swift remedial action when
necessary.
• Is tenacious and perseveres when others might give up and by doing so achieves the desired results
• Anticipates forth-coming issues and adjusts actions as necessary
• Willing to put in extra effort to meet urgent deadlines when required; shows dedication and commitment;; “goes the extra mile”
• Is resilient and performs well under pressure; responds positively to setbacks and develops alternative action
Focuses on Customers and Partners
Addresses the needs of internal and external customers, provides rapid and effective responses.

• Recognises the concept of both internal and external customers and treats both equally well
• Identifies and addresses the needs of customers, delivering what is promised and ensuring that they are satisfied with the outcomes
• Takes personal responsibility to meet customer needs; is polite, courteous and professional
• Ensures customers receive consistent and clear messages supported by accurate and timely information
• Anticipates and balances the needs of a range of customers with conflicting priorities
• Keeps customers informed and manages expectations
• Handles complaints effectively, defuses anger and tension and resolves problems
Focuses on Efficiency, Innovation and Quality
Identifies and seizes the opportunity to create, introduce and implement new or improved methods, processes and without, compromising quality or accuracy.
• Takes responsibility for the quality and timeliness of own work, admits errors when necessary and quickly takes action to rectify
• Demonstrates an ongoing concern to improve performance and increase efficiency.
• Checks and ensures the accuracy of information received and produces work that is right first time.
• Puts in place checks to ensure that plans and processes are being carried out to the required degree of accuracy.
• Actively seeks and implements opportunities to maximise efficiency and effectiveness of self and the team.
• Ensures that data and information are always delivered in an accurate, timely and legal manner.
• Proactively looks for better ways of doing things; learns from events and seeks to improve future performance.
Influences and Persuades Others
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.

• Gathers relevant data, marshals facts and prepares sound arguments
• Listens to other’s opinions, understanding their viewpoints, needs and concerns; responds appropriately; lobbies others in advance
• Presents a credible case and explains the benefits to the audience/listener; anticipates the main objections/arguments
• Responds to the needs and style of the listener when influencing
• Seeks to achieve a “win-win” outcome and develop the relationship with the person(s) being influenced
• Prepares convincing written arguments on complex issues, presenting information logically, concisely and persuasively
• Able to modify and reformulate case, read the listener’s mood and adjust accordingly
Full UK Driving License
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.