Overview
Customers and Engagement Team Member – East Anglia Area. The Environment Agency is seeking a customer-focused team member to protect and enhance the organisation’s reputation, deliver exceptional customer experiences, and empower others to do the same. You will be part of the frontline of our customer service operation, handling enquiries and information requests, and supporting engagement efforts to ensure transparency and excellence.
Location: East Anglia (Brimpton? Please note: based at Brampton (Huntingdon, Cambridgeshire) and Ipswich Offices). Hybrid working from home or office may be required; occasional travel between offices or to other locations.
Employment type: Contract (full-time). Interviews are planned for late October via MS Teams and may be subject to change.
We welcome flexible working patterns, including job share, and have a Guaranteed Interview Policy to support applicants with disabilities.
Responsibilities
* Monitor and manage shared mailboxes and ensure enquiries are correctly allocated to the appropriate technical teams.
* Respond to complex customer enquiries and information requests within statutory timeframes (e.g., Environmental Information Regulations and Freedom of Information Requests).
* Be an active team member within the Customers and Engagement team, contributing to varied workloads and collaborating with internal teams to identify service improvements and process gaps.
* Champion excellent customer service and support wider teams to be customer-focused.
In East Anglia, contribute to a diverse, inclusive workplace that reflects the communities we serve and supports equality, diversity, and inclusion (EDI).
Team and Department Context
The Customers and Engagement Team sits within the Environment, Planning and Engagement Department, Local Operations in East Anglia. We are a dynamic, responsive group focused on delivering a high-quality, customer-centred service, engaging with local communities, elected representatives, partners and stakeholders.
Experience / Skills Required
Essential:
* Excellent written and verbal communication skills, producing high-quality, plain English responses.
* Strong organisational and time management skills to manage a reactive workload and meet tight deadlines.
* Positive, proactive attitude; able to work independently and as part of a team.
* Proven IT skills, especially Microsoft Office (Word, Outlook, Excel, Teams, SharePoint).
* Ability to cope under pressure and adapt to changing priorities.
* Excellent interpersonal skills and confidence in engaging with customers and colleagues.
Desirable:
* Knowledge of the FOI Act and Environmental Information Regulations.
* Experience in customer service (internal or external), face-to-face and telephone.
* Understanding of data protection principles.
* Analytical skills and attention to detail.
Additional Information
The candidate pack and generic role profile provide key accountabilities and skills. The team is based in Brampton (Huntingdon, Cambridgeshire) and Ipswich; hybrid working is possible. Some travel between offices or to other locations may be required.
Responding to incidents is a central part of the role; training is provided. See the candidate pack for more details and the benefits on offer.
Important notes for applicants: The Environment Agency is not part of HM Civil Service; please consult HR if unsure about continuity of service status. Flexible working and guaranteed interview policies apply, including for disability applicants.
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