Customers & Engagement Officer - permanent and fixed term

2

East of England

Brampton , Ipswich

Staff Grade 4

Permanent

Full Time, Part Time, Part Time/Job Share

Administration / Corporate Support, Communications / Marketing, Customer Insight, Knowledge & Information Management

£29,706

Variety sits at the heart of this role. You’ll be part of a small team managing a busy inbox. It’ll be up to you to take care of customer enquiries and complaints and to support proactive engagement work with a wide range of stakeholders and customers, helping promote the Environment Agency and our goals and manage our reputation.

You’ll coordinate and advise others on how to respond to enquiries, resolve complex customer requests and complaints by working with our various area teams, whilst ensuring the responses are of high quality and are technically sound.

You’ll support proactive engagement with MPs, key stakeholders, and partners; other teams will look to you for advice on sharing information effectively.

Your strong focus on exceptional customer service will see you building great working relationships and supporting others to collaborate and achieve environmental goals.

You will work with the team to continuously improve how we do things and to identify ways 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 and to support incident management activities.

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.

We are recruiting two positions, one permanent and an additional opportunity for a 6-month fixed term contract position (assignment). Internal candidates, you must ensure you seek agreement from your line manager to apply for this role to be considered for the assignment.

For more info on working with us see https://environmentagencycareers.co.uk/

We are a busy team of talented professionals working collaboratively to deliver excellent service for our customers and partners across East Anglia.

The team plays an important role in managing relationships that are essential to our reputation and business delivery; and in providing support, guidance, and training to other teams.

We aim to continuously improve how we do things, train others, and identify ways to enhance the service we deliver.

We are looking for a real people person with exceptional customer service and communication skills. You’ll demonstrate a professional, enthusiastic approach, and the confidence to make decisions on your own initiative and with the team. You’ll be good at adapting your behaviour to handle different situations and build strong relationships.

You’ll have a genuine ability to produce high quality, plain English letters, briefings, and engagement materials. You’ll demonstrate tact and sound judgement when dealing with challenging situations and when briefing colleagues and customers.

A basic knowledge of the Freedom of Information Act, Environmental Information Regulations and the Data Protection Act would be an advantage but not essential.

You'll be willing to undertake training when necessary and there are fully funded opportunities to develop further qualifications. We also offer a fantastic benefits package including, flexible working, 25 days annual leave, and an award-winning Pension Fund. See candidate pack for more details.

In East Anglia we want to create a diverse workplace where individuals are respected, valued, and listened to. We’re all different, and by embracing Equality, Diversity & Inclusion (EDI) we can become an equal opportunity employer where we grow and learn together.

It is our ambition to champion diversity through building a workforce as diverse as the communities we serve.

These are full-time roles although other work patterns will be considered.

The salary is £29,706 (pro-rated).

The team is based at our Brampton (Huntingdon) and Ipswich Offices. We currently work on a hybrid basis, from home or office, depending on business need and preference.

For an informal chat about the role please contact Jen Woodward who will happily answer questions via: jen.woodward@environment-agency.gov.uk or 07500 102862.