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Job Description
In Wessex we want to create a diverse workplace where people 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 jointly we all grow and learn together.
Job Description
In Wessex we want to create a diverse workplace where people 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 jointly we all grow and learn together.
It is our ambition to champion diversity through building a workforce as diverse as the communities we serve.
This is exciting opportunity to join the Environment Agency’s Wessex Customer & Engagement team.
You'll work with national and area-based colleagues, providing diverse information to a wide range of customers. You'll deliver great customer service to ensure people find us easy to engage with and our reputation is protected.
Primarily you will:
* Deliver excellent customer service to people across the Wessex area
* Manage incoming customer enquiries and Freedom of Information requests via email, telephone and letter
* Work with teams and colleagues across the Environment Agency to gather accurate information
* Respond to customer enquiries, within statutory timeframes
* Use our tracking database to accurately record all customer enquiries and responses
We are looking to fill this position on a full-time basis. However, we support flexible working and would welcome applications from candidates who work part-time.
The team
The Customer and Engagement Team is the centre of excellence for customer service and reputation for the Environment Agency. We manage diverse requests from active and informed external customers and facilitate a considered approach to engagement for internal teams. We are professional, friendly, and people focused. We support each other to get great outcomes for our customers.
Experience/skills Required
We are seeking a self-motivated and customer focused person.
* Excellent written and verbal communication skills
* Able to produce high quality work
* Organised, flexible, able to prioritise workloads and meet tight deadlines
* Experience of dealing with customer enquiries and data requests
* Excellent interpersonal skills and be confident in engaging with customers and colleagues
* Good IT skills. Able to use Microsoft packages including Outlook.
We’re looking for candidates with enthusiasm and the right skills to succeed in the role. Training and support will be provided.
Contact and additional information
Responding to incidents is a central part of what we do. Please see the candidate pack for more information on how you can support this.
For further information on this role, the employee benefits and the work of the Environment Agency, please download the candidate pack.
The role can be based at either our Bridgwater or Blandford Offices, with flexible home working included. As a dispersed team, there is an occasional need to travel. Flexible working arrangements are in place to support your work/life balance.
Interviews will be held end of September or early October.
For questions relating to this role, please contact Wessex Enquiries, WessexEnquiries@environment-agency.gov.uk.
Length of contract
Up to 12 months
Competence 1
Achieves Results
Description
PLEASE NOTE: We do not accept CV's and your answer to the following question will be used for interview selection - please draw out your skills and experience in your response. Using the STAR technique (Situation, Task, Action Result) can help when formulating your answers.
Sets and delivers high work standards, demonstrates the drive to meet targets. Prioritises and organises tasks and resources to ensure timely achievement of results.
The role can be fast paced and requires high quality results delivered timely. Please describe a time when you have delivered high work standards, prioritising and organising tasks ensuring timely achievement of results.
Competence 2
Focuses on Customers and Partners
Description
PLEASE NOTE: We do not accept CV's and your answer to the following question will be used for interview selection - please draw out your skills and experience in your response. Using the STAR technique (Situation, Task, Action Result) can help when formulating your answers.
Addresses the needs of internal and external customers, provides rapid and effective responses.
In this role you will deal with a wide range of customers. Please provide an example of when you have addressed the needs of a customer, providing rapid and effective responses whilst maintaining high levels of customer service.
Competence 3
Communicates Effectively
Description
PLEASE NOTE: We do not accept CV's and your answer to the following question will be used for interview selection - please draw out your skills and experience in your response. Using the STAR technique (Situation, Task, Action Result) can help when formulating your answers.
Listens and questions to understand and engage. Conveys information and ideas clearly, accurately and persuasively through speech and writing.
This role requires excellent communication skills to understand and meet the needs of the customer. Please describe a time when you have actively listened and questioned to understand and engage. Conveying information and ideas clearly and accurately through speech and writing.
If you are applying from the Civil Service please note that the Environment Agency is not a part of HM Civil Service and you would not be a Crown Servant in the event of being appointed. Therefore, you will not be eligible for continuous service. For applicants who currently work in local government or other bodies listed in the Redundancy Payments (Continuity of Employment in Local Government etc) (Modification) Order 1999, you may be eligible for continuous service for the purpose of calculating any future redundancy payment. If you are unsure of your status then you should contact your own HR Team.
We are fully committed to having a diverse and inclusive workforce to reflect the communities we serve. We welcome flexible working patterns for all our vacancies, including job share, so please include clearly any information regarding your preferred working arrangements on your application.
We also have a Guaranteed Interview Policy to support those with a disability who are seeking employment. We have committed to guaranteeing an interview to anyone with a disability whose application meets the minimum criteria for the post.
The Environment Agency, as a Non-Departmental Public Body, is committed to providing value for money and utilises Central Government frameworks and contracts for all external recruitment needs. For this reason, we are unable to engage with the market directly through post, email or phone calls. Should you wish to become a support supplier on one of these frameworks or contracts please visit https://www.gov.uk/government/publications/become-a-crown-commercial-service-supplier/becoming-a-supplier-through-the-crown-commercial-service-what-you-need-to-know for more information.
Seniority level
* Seniority level
Associate
Employment type
* Employment type
Full-time
Job function
* Job function
Other
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