Customers and Engagement Officer - 6787
3
South East
West Malling
Orchard House
Staff Grade 3
Permanent
Full Time, Part Time/Job Share
Operational Delivery
22,211
This is an exciting and diverse, customer focused role in a high profile area of the Environment Agency. You’ll be part of a friendly and supportive team responsible for customer engagement across Kent, South London and East Sussex. We ensure all enquiries are responded to in accordance with legislation and manage our reputation as a transparent and accountable organisation that listens and responds to customers in a timely and informative manner.
Working closely with your colleagues you'll help support our engagement with key communities and stakeholders. You'll champion great customer service to ensure that people find us easy to do business with. You will help teams engage with customers, communities and partners in order to protect our reputation and ensure we give clear, consistent messages around sensitive and emotive issues. You’ll also be:
• Managing customer enquiries and complaints
• Working on multiple projects with a range of people internally and externally
• Advising teams across the business of engagement best practice
• Enabling, mentoring and coaching others to deliver outstanding customer focus
• Supporting the Area Manager with executive correspondence
There is also the opportunity to have an incident response support role as part of the job.
Working closely with your colleagues you'll help support our engagement with key communities and stakeholders. You'll champion great customer service to ensure that people find us easy to do business with. You will help teams engage with customers, communities and partners in order to protect our reputation and ensure we give clear, consistent messages around sensitive and emotive issues. You’ll also be:
• Managing customer enquiries and complaints
• Working on multiple projects with a range of people internally and externally
• Advising teams across the business of engagement best practice
• Enabling, mentoring and coaching others to deliver outstanding customer focus
• Supporting the Area Manager with executive correspondence
There is also the opportunity to have an incident response support role as part of the job.
The Customers and Engagement Team leads communications for Kent, South London and East Sussex. We are the hub of the area, supporting the business by managing our relationship with local authorities, MPs and the general public. During incidents we also help protect our reputation by getting the right messages out to our customers.
You may come to us from a customer service, engagement, complaints or PR background. Either way, you’ll have excellent customer care skills and a genuine ability to provide great customer service. Your communications skills will be outstanding and you will be able to 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.
You’ll also ideally have experience:
• Gathering, quality-assuring and analysing data/information
• Embracing and adapting to change and improving efficiency & productivity
• Building and maintaining relationships
A basic knowledge of the Freedom of Information Act and Environmental Information Regulations would be an advantage, as would awareness of other data handling regulations such as the Data Protection Act. Ideally you’ll be educated to degree-level (or equivalent) but this is not essential.
You’ll also ideally have experience:
• Gathering, quality-assuring and analysing data/information
• Embracing and adapting to change and improving efficiency & productivity
• Building and maintaining relationships
A basic knowledge of the Freedom of Information Act and Environmental Information Regulations would be an advantage, as would awareness of other data handling regulations such as the Data Protection Act. Ideally you’ll be educated to degree-level (or equivalent) but this is not essential.
Closing Date: 29th October 2017
The role is based in our area office in Addington, West Malling (near Maidstone).
The contract is 37 hours a week, although applications for part time working are welcome.
Some travel to other area offices may be required so a full UK driving licence is desirable.
Interviews will be held week commencing 13 November 2017.
For further details please contact Joanna Hodgson on 02084746716 or by email Joanna.hodgson@environment-agency.gov.uk
You can also download the candidate pack for more information.
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 is based in our area office in Addington, West Malling (near Maidstone).
The contract is 37 hours a week, although applications for part time working are welcome.
Some travel to other area offices may be required so a full UK driving licence is desirable.
Interviews will be held week commencing 13 November 2017.
For further details please contact Joanna Hodgson on 02084746716 or by email Joanna.hodgson@environment-agency.gov.uk
You can also download the candidate pack for more information.
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.
29/10/2017, 23:55 hours
Basic Check
Focuses on Customers and Partners
Please provide an example of a time you have demonstrated the below competency:
Addresses the needs of internal and external customers, provides rapid and effective responses
Addresses the needs of internal and external customers, provides rapid and effective responses
Achieves Results
Please provide an example of a time you have demonstrated the below competency:
Sets and delivers high work standards, demonstrates the drive to meet targets.
Prioritises and organises tasks and resources to ensure timely achievement of 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
Data and Information Management
Please provide an example of a time you have demonstrated the below competency:
Collects, analyses, interprets, records, manages, develops and shares data, material or information appropriately for a variety of purposes.
Collects, analyses, interprets, records, manages, develops and shares data, material or information appropriately for a variety of purposes.
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.