Customer and Engagement Officer

2 weeks ago


Birmingham, United Kingdom Environment Agency Full time

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 team are at the centre of the West Midlands Environment Agency, working internally and externally to support and deliver outstanding customer service, stakeholder management, and engagement.
- They coordinate and quality assure responses to complaints, requests for information, Freedom of Information requests within statutory timeframes.
- Manage our relationship with MPs, and oversee all engagement on complex or high interest projects, working closely with the Leadership Team.
- Support's 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
- The role will be based in one of the local area offices (through hybrid working) and you’ll be working in a dispersed team. In the future travel will be required to other EA offices which may not be easily accessible via public transport, so a full UK driving licence is required.
- Interviews are scheduled to take place w/c 21 October.


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