Customers and Engagement Officer

3 weeks ago

Welwyn Garden City, United Kingdom Environment Agency Full time

The Customers and Engagement team is crucial to the Environment Agency's public reputation across the Hertfordshire and North London Area. We provide answers to customer enquiries and requests for data.
- As a Customers and Engagement Officer you'll deliver a first-class service so that our customers get their questions and requests for information dealt with and that we get it right first time, every time. You’ll work closely with the rest of the team to meet statutory and organisational deadlines. You'll work with colleagues across the area to provide information and answer questions from a wide range of customers on just about every topic we deal with, from flooding to fisheries, water quality to waste and everything in between You’ll draw from a variety of support materials and templates along with contributions from colleagues to assemble responses which are clear and meet the customer’s requirements.
- Responding to incidents is a central part of what we do. You will be required to have an incident role and make yourself available to respond to incidents or provide business continuity support during an incident. This may involve some occasional out of office hours working as part of an emergency standby roster, which may attract an additional payment depending on the situation. Full training and alternative working arrangements will be available to support you with your incident role.

The team
- The Hertfordshire and North London Customers and Engagement team is a busy team that works with others to deliver excellent customer service. We manage a wide range of requests from active and informed customers, including MPs. We play an important role in managing relationships that are essential to our reputation and business delivery and in providing support and guidance to our area teams. We are a close-knit team that works together on a daily basis.

Experience/skills required- A positive, proactive, and hard-working attitude
- Excellent communication skills: the ability to communicate to a high standard in writing, over the phone and in person
- A passion for protecting the environment
- Organisational and time management skills in order to cope with a reactive workload
- Experience of coping well under pressure and responding to changing priorities and tight deadlines
- The ability to work both independently and as part of a team
- Strong IT skills, especially Microsoft Office Word, Excel and Outlook

A basic knowledge of the Freedom of Information Act and Environmental Information Regulations would be an advantage but is not essential.

Contact and additional information- Our hybrid working model combines home and office working, however you will be expected to attend the office daily during your initial training period and when there is a business need for an office presence, particularly during meetings.
- You will be provided with all the equipment required for your role. Once you are established, there may be the opportunity to study for formal qualifications or apprenticeships.
- For more information on working with us see Protect our world - Environment Agency (environmentagencycareers.co.uk)

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