Overview
Environment Agency is looking for a Customers and Engagement Team Member to join the frontline of our customer service operation in the East Anglia area. You will help protect and enhance the organisation’s reputation, deliver exceptional customer experiences, and empower others to do the same. The team serves as the primary point of contact for customers to submit enquiries and requests for information, and you will help ensure timely, accurate, and helpful responses to fulfil our statutory duties.
Each month we handle around 500 enquiries, spanning customer feedback and complaints to requests for information and correspondence from MPs. Topics include flooding, fisheries, water quality, and waste. You will contribute to broader engagement efforts and support our commitment to transparency and excellence.
Key Activities
* Monitor and manage shared mailboxes.
* Ensure enquiries are correctly allocated and directed 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.
* Build relationships with internal teams to identify service improvements and process gaps.
* Champion great customer service and support wider teams to be customer focused.
Team and Environment
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 and ensuring consistency, professionalism, and impact across our work. We welcome collaboration with local communities, elected representatives, and strategic 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 to manage a reactive workload and meet tight deadlines.
* Positive, proactive attitude with the ability 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 respond to changing priorities.
* Excellent interpersonal skills and confidence 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.
Additional Information
The candidate pack and the generic role profile should be read along with the advert to understand key accountabilities and required skills. The team is based at Brampton (Huntingdon, Cambridgeshire) and Ipswich Offices. We operate on a hybrid basis (home or office) depending on business needs, with occasional travel between offices or to other locations. This is a full-time role, with flexibility for other work patterns.
Responding to incidents is a central part of our work. All new joiners must undertake training and participate. Interviews are planned for late October via MS Teams and may be subject to change. For questions, contact Jessica Jackson at Jessica.jackson@environment-agency.gov.uk.
Competencies
1. Communicates Effectively
We will assess your ability to communicate clearly and provide accessible information. You may be asked to provide examples of communicating technical information to a non-technical audience.
2. Focuses on Customers and Partners
Explain how you will balance internal and external customer needs and priorities while delivering excellent service.
3. Works in Teams
Describe how you have built and maintained good working relationships in a fast-paced, collaborative environment.
Notes: If you are applying from the Civil Service, Environment Agency is not part of HM Civil Service. We welcome flexible working patterns, including job share, and have a Guaranteed Interview Policy to support applicants with disabilities. We do not engage with the market directly via post, email or phone calls for recruitment. See candidate pack for more details and for information about using artificial intelligence responsibly in your application.
Senioritiy level
* Associate
Employment type
* Contract
Job function
* Other
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