Contact Centre Knowledge Manager - 24366

If you’re part of the Environment Agency (EA), you’re part of the solution. Working with us means protecting and improving the environment and tackling issues of national importance. We’re based across England, and our responsibilities span industry regulation, flood defences, land contamination, water quality, fisheries and conservation.
Contact Centre Services (CCS) is the first point of contact for many of the Environment Agency's customers. We manage over half a million contacts with customers every year. The Contact Centre Knowledge Manager plays a vital role in ensuring our people have the right information to help these customers do the right thing for the environment. They lead a team of specialists to bring in the right information and share it with our people in a way that is easy for them to understand and relay to our customers.
The team do this through a variety of channels including digital publishing to our intranet and through a range of internal communications channels.
The Contact Centre Knowledge Manager leads and develops the team and supports the Contact Centre Leadership Team through developing and maintaining a network of contacts across the business to give intelligence and advice on change that may impact our customers.

Contact Centre Services is a diverse, vibrant and friendly team. We want to add to that diversity and vibrancy and encourage and support everyone to bring their whole self to work. We're all about customers, internal and external, and in this role you will meet and work with a huge range of people.

Experience of Knowledge Management in a contact centre environment (including digital publishing) is important, as is some broader understanding of internal communications.
Some change management experience will be useful but, this isn't just a technical role. It's a people role and requires someone who can lead and inspire their own team and engage with people from across the organisation to secure their cooperation and the best outcomes possible for our customers and team.

We run a hybrid working model with a mix of home and office working. You will need to work from one of our offices in Sheffield or Rotherham at least one day per week. As this role supports the whole of Contact Centre Services there may be occasions when you need to work from either site.
To discuss the role please contact Richard Tibble (07876 034427) or Debs McGeever (07770 534014)

Describe how you have delivered an outcome by organising and managing the work of a team.

Think about:
- how you have created a plan to achieve the goal and explained this to the team
- how you decided have who to allocate tasks to, and
- how you kept track of progress and dealt with any problems

Please describe a situation where you have worked with a group of people to implement a change.

Think about:
- how you got people to understand and embrace the change, or supported people who found it hard,
- how you planned to make the change happen and dealt with any setbacks
- how you have created an environment where challenge and change are appreciated and valued

Give an example of how you have improved a service by considering the needs of internal and external customers.

Think about:
- who were your customers and how did you know what they needed?
- how did make sure your solution balanced the needs of different customers?, and
- how did you measure your customers satisfaction?