Customers and Engagement Team Member - 31985
Are you passionate about protecting and enhancing an organisation’s reputation, delivering exceptional customer experiences, and empowering others to do the same? The Environment Agency is seeking a Customer and Engagement Team Member to join our busy frontline customer service operation in the East Anglia area.
Overview: You will be the primary point of contact for customers to submit enquiries and requests for information. You will help ensure timely, accurate, and helpful responses to support statutory duties, contributing to the team’s engagement efforts and our commitment to transparency and excellence.
Responsibilities
* Monitor and manage shared mailboxes.
* Ensure enquiries are correctly allocated and directed to the appropriate technical teams.
* Manage and respond to complex customer enquiries and information requests within statutory timeframes (e.g. Environmental Information Regulation and Freedom of Information Requests).
* Be an important team player within the Customers and Engagement team, actively contributing to the varied workloads.
* Build relationships with internal teams to identify service improvements and process gaps.
* Champion great customer service and support wider teams to be customer focused.
Working pattern and location
* Based at Brampton (Huntingdon, Cambridgeshire) and Ipswich Offices.
* Hybrid work arrangement (home or office) with travel between locations as needed.
* Full-time role; other work patterns considered.
What we offer and responsibilities
Responding to incidents is a central part of the role. You will undertake training and participate in ongoing development. Interviews are planned for late October via MS Teams.
Contact: Jessica Jackson at Jessica.jackson@environment-agency.gov.uk for questions.
Equality, Diversity & Inclusion
We are committed to a diverse and inclusive workforce that reflects the communities we serve. We welcome flexible working patterns, including job share. We operate a Guaranteed Interview Policy for applicants with a disability whose minimum criteria are met.
Candidate information
The team sits within the Environment, Planning and Engagement Department, Local Operations in East Anglia. We focus on delivering a high-quality, customer-centred service and collaborating with communities, elected representatives, and partners.
Experience/skills Required
Essential:
* Excellent written and verbal communication skills, with the ability to produce high-quality, plain English responses.
* Strong organisational and time management skills; ability to manage a reactive workload and meet tight deadlines.
* Positive, proactive attitude with ability to work independently and as part of a team.
* Proven IT skills, especially Microsoft Office (Word, Outlook, Excel, Teams, SharePoint).
* Ability to cope well under pressure and respond to changing priorities.
* Excellent interpersonal skills and confidence in engaging with customers and colleagues.
Desirable:
* Knowledge of the Freedom of Information Act and Environmental Information Regulations.
* Experience in customer service (internal or external), both face-to-face and over the phone.
* Understanding of data protection principles.
* Analytical skills and attention to detail.
Other information
The Environment Agency is a non-departmental public body; channel for external recruitment is via government frameworks. We welcome applications from candidates with diverse backgrounds and offer flexible working arrangements. Please review the candidate pack for more details and our capability dictionary.
Artificial intelligence note: AI tools may assist with applications, but all content must be truthful and from your own experience. See Civil Service guidance on the use of AI.
Seniority level
* Associate
Employment type
* Contract
Job function
* Other
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