Customer Engagement Specialist - 9471

1
East of England
Brampton
Brampton Office
Staff Grade 5
Permanent
Full Time
Business Management & Improvement, Communications / Marketing, Customer Insight
£34,330
The Customers and Engagement team is a centre of excellence for customer service and reputation management. We manage a diverse range of requests from active and informed customers, including MPs; preparing clear and consistent messages around sensitive and emotive issues.

You will help teams work with partners, customers, communities and other stakeholders to manage our reputation across East Anglia. You will be an engagement expert, advising and supporting teams dealing with technical and sometimes emotive issues; looking for and facilitating opportunities for greater collaboration to achieve environmental outcomes.

You will:
• advise colleagues and help prepare and deliver multiple engagement strategies and projects across the breadth of our remit.
• enable, mentor and coach others to, communicate more effectively, lead engagement and take collaborative approaches.
• advise senior managers on engagement best practice and strategic engagement as well as MP engagement, executive correspondence and complex complaints.

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. You will support local incident response activities.
A professional, friendly, people focused team who work well together to get the best outcomes.

We lead engagement advice on projects and contentious issues to make sure that our reputation is considered in all we do.

We have an important role in :
- warning and informing communities during flood and environmental incidents
- managing relationships that are essential to our reputation and business delivery
- providing support, guidance and training to other teams
We are looking for a real people person; you must be an excellent communicator, able to build raport quickly with a passion for sharing learning and coaching and mentoring others.

You may come to us from a customer service, engagement, complaints, journalism or PR background. You’ll have experience of producing 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.

We’re also looking for experience in as many of the following:
• Producing and delivering large or strategic engagement projects;
• Political awareness locally and nationally;
• Delivering new ways of working;
• Identifying, communicating and helping to fill knowledge gaps in teams;
• Supporting incident management activities;
• Applying the Freedom of Information Act and Environmental Information Regulations.
Closing Date: 16 December 2018 at 23:55 hours.
Interviews are expected to be held on the 9, 10 and 11 January 2019 in Brampton, Huntingdon.
Grade rate is £34,330
Working hours : 37 per week
A full UK driving licence is desirable, the team is split between our Brampton and Ipswich Offices and our work can take us across East Anglia.
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.
For further details please contact:
Jen Woodward on 07500 102862 or jen.woodward@environment-agency.gov.uk

16/12/2018, 23:55 hours

Basic Check
Achieves Results
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

Please describe an occasion when you have set for yourself a challenging goal, what steps did you take to achieve it?

Please note we do not accept CVs and your answer will be used for interview selection.
Communicates Effectively
Communicates effectively - listens and questions to understand and engage. Conveys information and ideas clearly, accurately and persuasively through speech and writing.

Give an example of a time when you have had to communicate effectively with a large number of stakeholders.

Please note we do not accept CVs and your answer will be used for interview selection.
Influences and Persuades Others
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.

Please provide an example of a time when you have successfully persuaded a key stakeholder round to your point of view.

Please note we do not accept CVs and your answer will be used for interview selection.
Builds and Sustains Relationships
Builds and Sustains Relationships - Develops and maintains effective working relationships

Please describe a situation where you have needed to challenge others’ behaviour or ways of working whilst maintaining the relationship.

Please note we do not accept CVs and your answer will be used for interview selection.
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.