Customer Enquiries Officer

**Customer Enquiries Officer - 30834**:
**Customer Enquiries Officer - 30834**
Number of jobs available
1Region
South East, South WestCity/Town
Chichester, Pevensey, Romsey, WorthingGrade
Staff Grade 3Post Type
Fixed TermRole Type
Contact CentreWorking Pattern
Full Time, Part Time, Compressed HoursSalary Minimum
£28,607 pro rataClosing Date:

11/05/2025, 23:55 hours
Job description attachment 1
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-Security checks level
Basic Check- Job description- In this role, you will provide excellent customer service by promptly and accurately addressing requests for information under the Freedom of Information Act (FOI) and Environmental Information Regulations (EIR) as well as a broad range of questions from a diverse range of external customers from the Public, Commercial, and Political sectors.
This position will expand your knowledge of environmental matters while developing your customer service and IT skills. Whether you have customer contact experience already, are a recent graduate or seeking a career change, this role offers valuable exposure to the public-sector and opportunities for personal career development.
This position is available on a flexi-hours contract, allowing you to determine how to distribute the 37 hours (pro rata) across each week. You will be based at one of our Hampshire or Sussex offices where the majority of your early training will occur, after which you will be able to decide your own working pattern, with 40% of your contracted time expected to be in-office.
The role is being offered on a fixed term basis, but this will be evaluated towards the end of the contract for feasibility of being extended or made permanent, depending on available funding and the successes of the role holder.
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 attract an additional payment and full training and alternative working arrangements will be available to support you with your incident role.
The Environment Agency are fully committed to inclusivity and equal opportunities, offering flexible work arrangements for all our vacancies. Join us in a diverse environment where every voice is heard and valued.- The team- The role sits within the Customer and Engagement team within the Solent and South Downs area. We coordinate 2000+ requests for information under FOI/EIR each year for Environment Agency matters relating to Hampshire, Sussex and the Isle of Wight. You will work alongside a diverse group of people handling public and political engagement, complaints and executive correspondence. Despite busy workloads, we strongly support a healthy work-life balance with wellbeing and inclusivity as a key priority.- Experience/skills required- the ability to communicate to a high standard in writing, over the phone and in person
- developed IT skills, especially Microsoft Outlook and Microsoft Office (word, excel)
- the ability to confidently approach learning new IT processes and systems
- good organisational and time management skills to balance and prioritise reactive workloads
- a positive, proactive, and hard-working attitude
- a passion for the environment
- experience working within a remote corporate environment
- familiarity with Microsoft Teams
- experience operating and maintaining data systems accurately
- an awareness of the Environment Agency’s responsibilities
- an awareness of the Freedom of Information Act, Environmental Information Regulations and data protection laws
- Contact and additional information- Overview of benefits and development:

- Full training and support provided for new starters
- Flexible working & hybrid working
- Mentoring for further career development at the Environment Agency

Interview details: Interviews will be held [date/window] via Microsoft Teams.
Working Pattern: Full time, Part Time, Job Share. Contracted at base office location (Romsey, Chichester, Worthing, Pevensey) with current hybrid working arrangements at 40% of time in-office.- Length of contract- Ending 31st March 2026- Competence 1- Communicates Effectively- Description- Using an example, explain your approach to effectively communicating with customers and colleagues on complex topics. Focus your answer on the skills and methods you think are important for ensuring communication is appropriate and understood by the receiver.

Please note:

- We do not assess CVs.
- Your answer to this question will be used for interview selection so ensure you draw out your skills and experience in your response.
- Using the STAR technique (Situation, Task, Action and Result) can help when formulating your answers.

For transparency, the capability indicators that you will be assessed against are as follows:

- Is an active