Customer Complaints Senior Advisor

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

- 226533**Salary**:

- £32,438**Grade**:

- Senior Executive Officer- Senior Adviser**Contract type**:

- Permanent**Type of role**:

- Customer Insight
- Environment and Sustainability
- Operational Delivery**Working pattern**:

- Full-time, Job share, Part-time**Number of posts**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- East Midlands (England), East of England, London (region), North East England, North West England, South East England, South West England, West Midlands (England), Yorkshire and the HumberAbout the job

**Summary**:

- This position is based nationally**Job description**:

- Do you have a passion for nature and the environment? Do you want to make a real difference and secure significant environmental gains in the present and the future? Do you enjoy working in a team? Can you see yourself advising communities and customers to maximise gains for the Natural Environment?
- If this appeals to you, a career at Natural England offers rewarding opportunities to secure environmental improvements and play your part in creating a better future for people and nature.
- The priority work Natural England is delivering includes:
- Establishing a Nature Recovery Network to help wildlife thrive
- Monitoring environmental changes to identify and help reduce the effects of climate change
- Working with farmers and landowners to develop greener food production methods
- Advising on plans for new developments to maximise gains for nature
- Providing ways for people to better connect with nature, including green social prescribing

We are the Government’s advisor for the natural environment, playing a vital role in delivering the Government’s 25 Year Environment Plan, an ambitious vision which brings new opportunities to protect and enhance and to achieve real outcomes for the environment.- Job description
- Customer Complaints Senior Advisor
- Do you enjoy making a difference to customers? Do you always put the customer at the centre of everything you do? Then we want you to join our team and be an ambassador for customer service excellence
- This is a fantastic opportunity to join our Customer Engagement team. We are seeking an enthusiastic and driven individual who is passionate about making a difference.
- You will play a vital role in protecting the reputation of Natural England and helping teams work with and influence our customers.
- You'll deliver a first-class service, investigating with a range of complaints including those from the Parliamentary and Health Service Ombudsman and the Office for Environmental Protection ensuring they are dealt with as efficiently and effectively as possible, meeting deadlines. You will work with colleagues across the National Delivery teams to provide technical and legal information to our customers, negotiating robustly to agree solutions to resolve complex issues in a timely and pragmatic way.
- We will be working on a wide variety of issues at any given time, and we are looking for people who will be able to work flexibly across multiple work areas, when needed. For example updating internal guidance, producing and maintaining a quality standards document and training and coaching colleagues to provide an excellent quality customer focussed service.
- The Customer Engagement team is a national team however there will be some travel to Worcester for meetings and training.
- Key Tasks/Principal Accountabilities
- The Customer Service Senior Adviser will play a critical role in handling customer complaints and enquiries, key tasks include:
- Investigating and responding to complaints, working with National Delivery Teams to provide evidence-based responses to our customers.
- Deliver a quality service by establishing the needs of the customer and Natural England, to deliver the most effective nature-based solutions.
- Develop, coach and mentor staff.
- Regularly monitor own and team’s work against milestones/targets to keep work on track.
- Be alert to emerging issues and trends which might impact or benefit own team's work.
- Actively seeking feedback from our customers.
- Sharing knowledge and identifying ways for continuous improvement within National Delivery teams through feedback.
- Analysis of management information.
- Supporting colleagues to ensure quality assurance of communications to customers.
- Planning, writing and co-ordinating internal and external communications such as newsletters, blog posts and intranet articles.
- Assist in recruitment, procurement, and invoicing duties, as required.
- Wherever possible we will accommodate requests for both full-time and part-time hours and other flexible working patterns to help employees achieve a good work/life balance and maintain their health and wellbeing.
- From induction to ongoing learning and development, everyone in Natural England is supported to develop their skills and capabilities. Where appropriate there