Customer Content Officer

**Details**:
**Reference number**:

- 366029**Salary**:

- £27,470 - £28,606- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Executive Officer**Contract type**:

- Permanent**Business area**:

- RPA - Customer Engagement**Type of role**:

- Other**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Carlisle, Crewe, Exeter, Newcastle-upon-Tyne, WorkingtonAbout the job

**Job summary**:
The Rural Payments Agency (RPA) is an executive agency of the UK Department for Environment, Food and Rural Affairs (Defra), delivering over £2 billion in payments to farmers, traders and landowners each year.

We are an Operational Delivery Profession organisation, with the majority of our people delivering day to day services to our customers and stakeholders.

We make excellent delivery happen, empowering agricultural and rural communities to create a better place to live.
We manage over 40 schemes, and also make payments on behalf of Natural England, to ensure we have a healthy rural economy, strong and sustainable rural communities, and to protect and enhance the natural environment.

**Job description**:
As part of the Information and Guidance team, you will be responsible for creating engaging content for RPA digital channels that includes creating forms and documents aligned to Government Digital Service (GDS) and content to publish on GOV.UK. You will engage with content team managers and wider RPA and Defra teams. Your work will lead to customer service improvements in accordance with the strategic objectives of the RPA.

This role offers opportunities to work in a fast-paced environment, to communicate with a wide variety of stakeholders across operational areas, and to manage products from concept to delivery.

We are looking for someone who wants to be part of a great team, enjoys communicating and is keen to proactively take ownership of their work. Someone who has excellent IT skills including experience of using Adobe products for creating forms such as InDesign, Adobe Acrobat Pro and Adobe Photoshop, or a willingness and aptitude to learn.

The role requires that you’re able to adapt to changing processes and circumstances and can respond to new and emerging priorities flexibly. You will work in a fast
- paced and dynamic environment with tight deadlines.

You will need to be proactive, work on your own initiative and develop collaborative, constructive and professional working relationships with people of all grades, in all parts of RPA and with industry partners.

As part of the Information and Guidance team, you will support a copywriting team developing high quality customer products following the governance process. You will make sure content is clear and written in plain English to support publishing content on GOV.UK, conforming to RPA style guide and Government Digital Service (GDS) content design principles.

Some roles may include line management of a dispersed team and there may be the requirement for travel to other sites for team events and meetings.

This post is an exciting role that puts you at the forefront of developing and managing content for RPA digital channels, creating forms that are tailored for the scheme and made accessible for the customer.

The post requires content design and writing skills and being able to translate complicated content into clear and concise customer products. You will take information from requirement briefs which will help you create/develop customer guidance and build/design forms.

You will work in a fast paced and high-profile team, meeting tight deadlines and managing changing priorities. You will need to manage and delegate tasks as well as organise and prioritise workloads to maximise productivity. You will also need to build strong collaborative relationships with stakeholders across the Agency.

You will be responsible for making sure our customer products work as part of the overall customer journey, that information is clear and understood by our customers, and work with key stakeholders to get required information.

You will prioritise and plan the production of all new content, managing version control and meeting all deadlines.

**Person specification**:
**Essential Skills and Experience**:

- experience of creating forms tailored to your audience using MS Office, InDesign or online forms
- organisational skills with ability to prioritise work against competing priorities in fast-paced environment focused on timely and accurate delivery
- confident with the use of standard IT packages, with the ability to seek out alternative technologies and software to improve the customer journey
- ability to work successfully with a range of stakeholders and customers
- excellent communication skills, both written and oral

**Behaviours**:
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