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Customer and Engagement Officer

2 months ago

Birmingham, United Kingdom Environment Agency Full time

Number of jobs available- 2
- Region- South West, West Midlands
- City/Town- Birmingham, Kidderminster, Shrewsbury, Tewkesbury, Fradley
- Building/Site- Riversmeet House, Hafren House, Mance House, Sentinel House, AQUA HOUSE BIRMINGHAM B3 1AQ
- Grade- Staff Grade 4
- Post Type- Permanent
- Working Pattern- Full Time
- Role Type- Environment & Sustainability
- Salary Minimum- £29,706
- Job description- Are you an enthusiastic and driven individual who is passionate about making a difference?
Our Customer and Engagement Officers help teams to engage with customers, communities and partners.
They protect our reputation and ensure we give clear, consistent messages around sensitive and emotive issues and always put customer service first.
As part of the role, you will:

- Advise colleagues across the business of engagement best practice, working on multiple projects with a range of people internally and externally
- Enable, mentor and coach others to deliver outstanding customer focus,
- Support the Area Director and Area Leadership Team with MP engagement and executive correspondence
- Manage customer enquiries, freedom of information requests and complaints
- Play a key role in updating stakeholders during environmental incidents and have a communications and engagement based incident role
- The team- The C&E team work internally and externally to support and deliver outstanding customer service, stakeholder management, and engagement.
We coordinate and quality assure responses to complaints, requests for information, Freedom of Information requests and sensitive correspondence within statutory timeframes.
We manage relationships with MPs, and oversee all engagement on complex or high interest projects, working closely with the Area Director and Area Leadership Team.
The team supports Incident Response through a variety of incident roles.
- Experience/skills required A positive, proactive, and hard-working attitude
- Excellent communication skills: able to produce high quality plain English engagement materials; be able to listen and negotiate; and show judgement and tact when dealing with challenging situations
- Proven successes by building and coordinating relationships with internal and external partners
- Experience supporting and empowering a range of people to deliver successful outcomes
- Brilliant organisational and time management skills in order to cope with an adaptable workload
- Experience of motivating and leading people into new ways of thinking and working
- Experience of coping well under pressure and responding to changing priorities
- Able to work effectively independently and as part of a team
- Strong IT skills, especially Microsoft Office Word, Excel, PowerPoint and Outlook
- Contact and additional information- Interviews are scheduled to take place w/c 3 April.

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