Performance Reporter - 20273
1
Yorkshire and the Humber
Sheffield
Quadrant Two
Staff Grade 3
Permanent
Full Time
Contact Centre
£24,213
Contact Centre Services {CCS} provides a range of customer facing national once services for the Environment Agency. Based across two sites in South Yorkshire our team provide the Environment Agency's business critical Incident Communication Service {ICS} and the National Customer Contact Centre {NCCC}.
You’ll be part of a small team providing a customer focussed data and reporting service to CCS. This team is vital in ensuring that CCS understand our performance in both the NCCC and the ICS.
Your role will be to create, maintain and improve management information for the Centre; producing daily, weekly and monthly performance reports for a variety of teams.
You will interpret data and produce reports and recommendations based on the information presented, sometimes dealing with requests of an ad hoc nature when CCS is responding to different challenges.
Working with the management team you will improve data and reporting accuracy for processes within the centre to help inform choices and improve performance and the service.
As you develop you will be involved in CCS-wide projects.
You’ll be part of a small team providing a customer focussed data and reporting service to CCS. This team is vital in ensuring that CCS understand our performance in both the NCCC and the ICS.
Your role will be to create, maintain and improve management information for the Centre; producing daily, weekly and monthly performance reports for a variety of teams.
You will interpret data and produce reports and recommendations based on the information presented, sometimes dealing with requests of an ad hoc nature when CCS is responding to different challenges.
Working with the management team you will improve data and reporting accuracy for processes within the centre to help inform choices and improve performance and the service.
As you develop you will be involved in CCS-wide projects.
You'll be part of the Business Change team and will report to a Business Change Analyst. The Business Change Team lead CCS in delivering large scale change, improving existing services and implementing new work. The Reporting Team is integral in supporting Business Change.
In CCS we are committed to the promotion of a diverse team. We have an open and inclusive culture where we encourage people to be at their best.
In CCS we are committed to the promotion of a diverse team. We have an open and inclusive culture where we encourage people to be at their best.
We are looking for a candidate who can demonstrate experience of:
• Using different methods of collating data;
• Interpreting data to highlight trends and issues;
• Being able to build relationships with customers to identify what their needs are and deliver a solution;
• Can work using own initiative, prioritising and planning workloads to meet deadlines;
• Using Excel Spreadsheets, including functions like if statements, lookup, pivot tables;
• Ability to present information clearly in Microsoft packages including Excel, Word and PowerPoint.
• Using different methods of collating data;
• Interpreting data to highlight trends and issues;
• Being able to build relationships with customers to identify what their needs are and deliver a solution;
• Can work using own initiative, prioritising and planning workloads to meet deadlines;
• Using Excel Spreadsheets, including functions like if statements, lookup, pivot tables;
• Ability to present information clearly in Microsoft packages including Excel, Word and PowerPoint.
The role will be based in Quadrant 2, Sheffield. The successful candidate will need to work from our Templeborough, Rotherham office occasionally. Please note the CCS team are currently working from home during the Coronavirus pandemic.
The hours of work are between the hours of 8am-6pm. The shift pattern will be agreed with the successful candidate.
Please note that that your answers to the capability questions will be used to choose who to invite to interview.
Interviews are scheduled to take place in January 2022.
If you require further information about this role please contact Zoe Biggin on 07468352998 or email: zoe.biggin@environment-agency.gov.uk
Below are the capabilities you will be assessed against along with the relevant indicators.
The hours of work are between the hours of 8am-6pm. The shift pattern will be agreed with the successful candidate.
Please note that that your answers to the capability questions will be used to choose who to invite to interview.
Interviews are scheduled to take place in January 2022.
If you require further information about this role please contact Zoe Biggin on 07468352998 or email: zoe.biggin@environment-agency.gov.uk
Below are the capabilities you will be assessed against along with the relevant indicators.
12/12/2021, 23:55 hours
Basic Check
Focuses on Customers and Partners
Give an example of when you have had to balance the needs of a number of different customers.
• 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.
• Regularly monitors and measures customer satisfaction and looks for ways to improve customer service.
• 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.
• 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.
• Regularly monitors and measures customer satisfaction and looks for ways to improve customer service.
• 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.
Achieves Results
Give an example of a time when you have been set some challenging objectives.
• Maximises work output by setting goals and priorities tracking and measuring outcomes and taking swift remedial action when necessary.
• Can be relied upon to regularly exceed goals agreed.
• 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.
• Maximises work output by setting goals and priorities tracking and measuring outcomes and taking swift remedial action when necessary.
• Can be relied upon to regularly exceed goals agreed.
• 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.
Data and Information Management
Give an example of when you have had to analyse and interpret data to present your findings to others.
• Ensures that activities are carried out and documentation completed according to the relevant data laws, policies, processes and standards.
• Accurately and safely collects, enters and maintains data in line with Environment Agency procedures and stores data, or material, for subsequent analysis safely.
• Anticipates requirements for data or information and/or identifies future reporting requirements and puts in place the means to meet these.
• Examines and tests out sources and validity of data/information before using; makes clear the status or reliability of material used. Undertakes more data gathering where necessary.
• Produces factually accurate reports, both verbal and written using data and statistics supported by tools, databases and specialised software.
• Prepares and presents findings in a logical and well-structured manner that can be readily accessed and understood by a wide audience.
• Is fully aware of all documentation applicable to roles & responsibilities. Knows how to find out if unsure.
• Ensures that activities are carried out and documentation completed according to the relevant data laws, policies, processes and standards.
• Accurately and safely collects, enters and maintains data in line with Environment Agency procedures and stores data, or material, for subsequent analysis safely.
• Anticipates requirements for data or information and/or identifies future reporting requirements and puts in place the means to meet these.
• Examines and tests out sources and validity of data/information before using; makes clear the status or reliability of material used. Undertakes more data gathering where necessary.
• Produces factually accurate reports, both verbal and written using data and statistics supported by tools, databases and specialised software.
• Prepares and presents findings in a logical and well-structured manner that can be readily accessed and understood by a wide audience.
• Is fully aware of all documentation applicable to roles & responsibilities. Knows how to find out if unsure.
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.