Engagement Specialist - 28876

The Environment Agency are fully committed to having an inclusive workforce to reflect the communities we serve. We don’t just talk about diversity; we seek it, embrace it and live it, for the benefit of our staff, our communities and our environment.

Are challenges, rewards and making a difference through engaging part of your career plan?

We are looking for an inspirational and engaging person who can provide technical leadership to a team of customer services and engagement professionals. This is an assignment until 31/03/2025.

You will deliver continuous improvement in all aspects of customer service, including complaints, requests for information and appeals. You will be responsible for handling complex and sensitive cases, supporting both technical teams and place-based managers. You will also need to be an engagement professional, with an understanding of how and when to communicate with our stakeholders, be they MPs, partners, or members of the public.

The role is fast paced, varied and works closely with the Area Leadership Group to ensure all team leaders and managers adhere to EA policy, provide first class customer service, put customers at the centre of decision making, and improve our performance against the Customer Charter.

You will share good practice and ways of working, identifying opportunities for business improvement and work with colleagues in other areas to embed consistency in EA processes.

The team works internally and externally to support and deliver outstanding customer service, stakeholder management, and engagement across our business.

The Enquires team coordinate responses to complaints, requests for information and sensitive correspondence. The Engagement team manage relationships with MPs and oversees engagement on complex or high interest projects, working closely with the Area Director and Area Leadership Team. The team also supports Incident Response through a variety of incident roles.

You don’t need to have significant technical leadership experience. If you’re an aspiring leader – we will support you to develop your skills. The role requires you to be an engaging and inspirational person with the ability to influence upwards, motivate colleagues, and deliver fantastic customer service.

Additionally you should:
• be a clear and passionate communicator, with the ability to build relationships and collaborate at all levels.
• be able to troubleshoot tricky situations – by listening, reflecting and questioning the situation to understand the facts and find a way forward.
• have outstanding organisation and multi-tasking skills to prioritise conflicting deadlines .
• have a positive attitude and the ability to work independently to prioritise workload
• have a good understanding of customer service, engagement, EA policy and our statutory duties.
• be able to manage difficult situations and conversations to support your team leader.

The role is hybrid with at least 40% of the time working from our offices or sites. You will be required to hold a full UK driving licence and be willing to travel across the West Midlands Area.

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. You can download the candidate pack for more information.

If you would like to discuss the role, please contact Stacy Stringer on 07584475672 or email stacy.stringer@environment-agency.gov.uk.

Please note we do not assess CVs, it is your answers to the capability questions which will be used for shortlisting purposes.
You may find researching the STAR technique (Situation, Task, Action, Result) useful when answering the questions. For more information please refer to the candidate pack attached to this advert.
Situation: Set the scene and give the necessary details of your example.
Task: Describe what your responsibility was in that situation.
Action: Explain exactly what steps you took to address it.
Result: Share what outcomes your actions achieved.

Communicating effectively to a range of stakeholders is crucial in this role. Tell us about a time you needed to deliver a complex message to your audience. What was key to your success?

Tell us about a time you have effectively worked with partners or customers to resolve a complicated issue or complaint. In this role, what would you do to ensure that staff in the West Midlands Area always put customers at the centre of their decision making?

In this role you’ll be working across the organisation to deliver first class customer service. Tell us about a time when you have delivered a large or complex piece of work/project through others. How do you envisage you will deliver results through the Area Leadership Group in this role?

Tell us about a time when you promoted co-operation and mutual support within a team to improve performance.