4190 - Customers and Engagement Officer
2
East of England, London, South East
Hatfield
Apollo Court
Staff Grade 4
Fixed Term
Full Time
Administration / Corporate Support, Communications / Marketing
£26,869
Our Engagement Officers play a vital role in protecting our reputation and helping teams work with and influence customers.
You'll support technical teams with their engagement - from helping to create high impact briefings to consulting local communities on our plans. You'll act as a mentor to Area teams, following the Working with Others principles of engagement. You'll support the Area Manager with MP engagement and executive correspondence to key customers. You'll also manage customer enquiries and complaints, ensuring all customers receive excellent service. You'll have a key role updating stakeholders during environmental incidents.
You'll support technical teams with their engagement - from helping to create high impact briefings to consulting local communities on our plans. You'll act as a mentor to Area teams, following the Working with Others principles of engagement. You'll support the Area Manager with MP engagement and executive correspondence to key customers. You'll also manage customer enquiries and complaints, ensuring all customers receive excellent service. You'll have a key role updating stakeholders during environmental incidents.
Our engagement officers help teams to engage with customers, communities and partners. They protect our reputation and ensure we give clear, consistent messages around sensitive and emotive issues. Our enquiries officers act as detectives using knowledge, technical skills and colleagues to answer customers’ questions. Our diverse range of customers can ask about any aspect of our work so we need to know who to talk to get the information we need.
You must be an excellent communicator, able to produce high quality, plain English letters, briefings and engagement material. You must be confident talking to customers and colleagues, on the phone and face to face, and be willing to facilitate meetings and activities. You must have experience in working with and influencing colleagues, and be very organised.
Understanding of the Working with Others principles would be an advantage. You must also be flexible to changing priorities and working patterns during incidents.
A positive attitude and enthusiasm are essential!
Understanding of the Working with Others principles would be an advantage. You must also be flexible to changing priorities and working patterns during incidents.
A positive attitude and enthusiasm are essential!
Closing Date: 26th February 2017 at 23:55 hours
For further details please contact Jen Sampson (0203 0259 066 or by email at: jen.sampson@environment-agency.gov.uk) or Esther van Lith (0208 4747 299 or by email: esther.vanlith@environment-agency.gov.uk).
You can also download the candidate pack for more information.
For further details please contact Jen Sampson (0203 0259 066 or by email at: jen.sampson@environment-agency.gov.uk) or Esther van Lith (0208 4747 299 or by email: esther.vanlith@environment-agency.gov.uk).
You can also download the candidate pack for more information.
26/02/2017, 23:55 hours
Basic Check
12 months
Influences and Persuades Others
Please provide an example of when you needed to influence colleagues to change their behaviour. How did you ensure common understanding? Were there any adverse reactions and how did you manage these?
Communicates Effectively
Please provide an example of when you used a range of communication methods to effectively convey a difficult or complex message to a customer? How did you go about it? How did you test understanding?
Focuses on Customers and Partners
Please provide an example of when you used customer insight or your own previous experience to tailor your approach to meet a customer’s specific needs. How did you ensure you knew what the customer wanted? What did you do differently? What was the outcome?
Builds and Sustains Relationships
Please provide an example of when you had to quickly build rapport with an individual or a group to achieve a particular outcome. What were their needs? What were the barriers? How did you tailor your style?
Engages others
Provide an example of a time when you have engaged a person or a group of people to get their feedback on or input in a piece of work you were leading on. What method did you use? How did you decide who to involve?
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.