Customer and Engagement Specialist

1

South West, West Midlands

Birmingham , Kidderminster , Shrewsbury , Tewkesbury , Fradley

Riversmeet House, Hafren House, Mance House, Sentinel House, AQUA HOUSE BIRMINGHAM B3 1AQ

Staff Grade 5

Permanent

Full Time

Environment & Sustainability

£37,462

Are you passionate about customer service and engagement? Do you have the skills to develop people and performance? We are looking for an inspirational and engaging person who can provide technical leadership to a team of customer services and engagement professionals.

As a Specialist in the West Midlands Customer & Engagement Team, you will provide technical leadership – delivering continuous improvement in all aspects of customer service, including complaints, requests for information and appeals. You will be responsible for handling complex and sensitive cases, supporting both technical teams and place-based managers. You will also need to be an engagement professional, with an understanding of how and when to communicate with our stakeholders, be they MPs, partners, or members of the public. You will be expected to lead our Communications and Engagement cell, ensuring they are fully trained and ready during incidents and apply excellent leadership behaviours towards incident management.

The role is fast paced, varied, and works closely with the Area Leadership Group to ensure all team leaders and managers adhere to EA policy, provide first class customer service, put customers at the centre of decision making, and improve our performance against the Customer Charter.

You will share good practice and ways of working, identifying opportunities for business improvement and work with colleagues in other areas to embed consistency in EA processes.

The Customers and Engagement 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 across our business.

The team coordinate responses to complaints and requests for information, manage our relationship with MPs and engage on complex or high interest projects, working closely with the Area Leadership Team.

The team also supports Incident Response through a variety of incident roles.

You don’t need to have significant technical leadership experience. If you’re an aspiring leader – we will support, you to develop your skills. The role requires you to be an engaging and inspirational person with the ability to influence upwards, motivate colleagues, and deliver fantastic customer service.

Additionally, you should:

be a clear and passionate communicator, with the ability to build relationships and collaborate at all levels

be able to troubleshoot tricky situations – by listening, reflecting, and questioning the situation to understand the facts and find a way forward

have outstanding organisation and multi-tasking skills to prioritise conflicting deadlines

have a positive attitude and the ability to work independently to prioritise workload

have a good understanding of customer service, engagement, EA policy and our statutory duties

be able to manage difficult situations and conversations to support your team leader

The role will be based in one of the local area offices, although you will be able to work from home at times and will be required at times to attend other offices in the region. You’ll be working in a dispersed team. 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.

For additional information please contact Imke Goalby on 07769 741 526 or email imke.goalby@environment-agency.gov.uk