Customers and Engagement Officer

6 days ago

Newcastle upon Tyne, United Kingdom Environment Agency Full time

There is an exciting opportunity to join the Environment Agency’s Customers & Engagement team in the North East Area. We are looking for an enthusiastic individual who is passionate about customer service.
- You will work closely with national and area-based colleagues to provide information to a wide range of customers on every aspect of our work.
- You'll be on the frontline of championing great customer service to ensure that people find us easy to do business with. You will also have a role in ensuring our complaints procedure is understood and followed.
- Primarily, you will:
- Manage and respond to complex customer enquiries and requests for information within statutory timeframes
- Work with the rest of team, as well as our management team, to manage and respond to customer complaints.

You will also be expected to support our communications and engagement response to environmental incidents. The team
- The Customers & Engagement team is a supportive and friendly team who work hard to deliver excellent customer service. We manage a diverse range of requests from active and informed customers, including political leaders, as well as helping internal teams to proactively engage with partners and communities.
- The small team plays an important role in managing relationships that are essential to our reputation and business delivery.

Experience/skills required
- You'll have excellent written and verbal communication skills and be able to produce high quality, plain English work.
- You'll be a highly organised and flexible person who is able to self-manage to meet tight deadlines and prioritise workloads.
- You'll have experience of managing customer enquiries and data requests, and ideally be familiar with Freedom of Information Act and Environmental Information Regulations.
- You'll have excellent interpersonal skills and be confident in engaging with customers and staff over the phone or in person.

Other key requirements for this job include proficiency in Microsoft Outlook, Word and Excel.

Contact and additional information
- For further details please contact Lucy Collier on

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