Customer and Engagement Officer - 27894

1
South East
West Malling
Orchard House
Staff Grade 4
Permanent
Full Time, Part Time, Part Time/Job Share, Part Time Term Time, Compressed Hours
Administration / Corporate Support, Communications / Marketing, Customer Insight, Environment & Sustainability, Operational Delivery
£29,706
We are the Environment Agency, and we work in partnership with government, local councils, businesses, and communities to manage the impacts of climate change, perhaps the most serious long-term threat to the environment, people, and wildlife that we face.

This a great opportunity to join our passionate and dedicated Customer and Engagement team.

You will be enthusiastic and motivated, someone passionate about making a difference. Your role will be vital to protecting the Area's reputation and delivering exceptional service through coordinating effective enquiry and information management.

Work will include:
• Managing and responding to complex enquiries and complaints to targets.
• Working across teams to meet these commitments, collaborating with colleagues throughout the area.
• Coordinating information and answering questions.
• Responding to requests from the public and Members of Parliament.
• Leading on and reviewing complaints.
• Working with our varied internal technical specialists.
• Ensuring our responses are accurate, meeting legislative standards.
• Supporting Engagement Specialists on project work.
• Enabling stakeholder engagement through online consultation platforms.

Responding to incidents is a central part of what we do. You will be required to have an incident role and make yourself available to respond to incidents or provide business continuity support during an incident. This may attract an additional payment and full training and alternative working arrangements will be available to support you with your incident role.
The Customers and Engagement team are the hub of the area. We deliver excellent customer service, support the business, developing exceptional relationships with communities, MPs, and the public.

We promote and support proactive engagement throughout the business. Engaging with key communities and stakeholders, dealing with flood risk projects and other issues of public interest, and supporting political and community engagement.
• Organised, self-motivated and capable of prioritising busy workloads effectively
• Aptitude for finding innovative solutions and problem-solving complex issues
• A keen eye for detail and accuracy, with the ability to analyse and present information to a range of audiences
• Able to work effectively and build strong relationships internally and externally with a range of partners and stakeholders to help us deliver great service
• Experience of networking and stakeholder management
• Aptitude to work under your own initiative and as part of a team to achieve planned outcomes
• An understanding of, or willingness to learn about the Knowledge of the Freedom of Information Act and Environmental Information Regulations
• Good experience of Microsoft Office suite
• Flexible and adaptable with positive attitude and willing to contribute to a diverse and inclusive work culture
We value diversity and are fully committed to having an inclusive workforce that reflects the communities we serve.

We encourage applications from all sections of the community, welcoming flexible working patterns including job share, so please include information regarding your preferred working arrangements on your application.

We offer an extensive range of employee benefits and are fully invested in developing team member’s skills and careers

The role will be based in Orchard House, Addington ME19 5SH, with interviews planned for early November.

We’d love to inspire you to apply so to find out more please contact Tea White by email at tea.white@environment-agency.gov.uk

29/10/2023, 23:55 hours

Basic Check
Achieves Results
Please note we do not assess CVs. It is your answers given to the questions below that will be used for interview selection so ensure you draw out your skills and experience in your response. We encourage you to refer to the candidate pack for a link to our "EA capability dictionary" You may find it helpful to research the STAR (Situation, Task, Action, Result) approach when formulating your response.

Please provide an example of a time you have demonstrated the competency set out below (the answer you provide will be assessed as part of your application):

Organised an area of work, coordinating resources to deliver your objective to a high standard within a prescribed time frame.
Focuses on Customers and Partners
Please note we do not assess CVs. It is your answers given to the questions below that will be used for interview selection so ensure you draw out your skills and experience in your response. We encourage you to refer to the candidate pack for a link to our "EA capability dictionary" You may find it helpful to research the STAR (Situation, Task, Action, Result) approach when formulating your response.

Please provide an example of a time you have demonstrated the competency set out below (the answer you provide will be assessed as part of your application):

Please describe an occasion where you have provided excellent customer service, detailing the steps taken to ensure customer satisfaction.
Works in Teams
Please note we do not assess CVs. It is your answers given to the questions below that will be used for interview selection so ensure you draw out your skills and experience in your response. We encourage you to refer to the candidate pack for a link to our "EA capability dictionary" You may find it helpful to research the STAR (Situation, Task, Action, Result) approach when formulating your response.

Please provide an example of a time you have demonstrated the competency set out below (the answer you provide will be assessed as part of your application):

Please explain a time where you built and maintained strong relationships with other teams and why this was necessary.
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.