Customer Engagement Specialist

1

North West

Penrith , Preston

Lutra House, Ghyll Mount

Staff Grade 5

Permanent

Full Time

Operational Delivery

£37,462

Come and join our team at the Environment Agency. We are looking for a stakeholder engagement specialist who has experience of working on large and small projects and contentious issues.
We are looking for someone who has proven ability to plan and deliver engagement that:

• Achieves clear business and engagement objectives.
• Recognises the importance of equality, diversity, and inclusion.
• Uses engagement styles that are appropriate for different stakeholders.

In this role, you will use your experience to provide specialist engagement advice to project teams and individual colleagues. You will help them plan, deliver and evaluate their stakeholder engagement. This could include giving support on writing engagement objectives, stakeholder analysis or developing key messages for a contentious issue. You will attend project team meetings to advise on all aspects of their engagement plan.

You will take the lead at looking for opportunities in the area to promote the importance of engagement planning to colleagues.
You will also use our training guide, Working with Others, to develop your colleague’s engagement skills. And so, you must have experience of training individuals and groups.
You must be an excellent, clear, confident communicator, able to adapt your written and verbal style to different stakeholders’ needs. You must be able to prioritise your work and be happy working individually and as part of a team.
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 team consists of 11 team members, working from our Penrith and Preston offices. They play an important role in how the area manages relationships that are essential to our reputation and business delivery; and in providing help and guidance to our area teams.
They use their knowledge and technical skills to work with colleagues to answer our customer’s questions, plan stakeholder engagement and give high quality customer service.

The role requires you to be an engaging and inspirational person, with the ability to influence at all levels. Additionally, you should:

• Be an excellent communicator, with the ability to build relationships with a variety of stakeholders
• Be well organised with the ability to prioritise workloads, work under pressure, and have good attention to detail
• Be able to analyse information and find effective solutions
• Have a positive attitude and the ability to work independently and as part of a team
• Have a genuine interest in delivering results, motivating colleagues, and influencing others to achieve outcomes

The role will be based in either our Penrith or Preston office and hybrid working is available. There will be occasional travel required to both offices. We are fully committed to having an inclusive workforce to reflect the communities we serve. We welcome flexible working patterns for all our vacancies.
You may find it helpful to use the STAR approach when completing your response. You can find this online using a search engine such as Google.
If you have any questions about the role, please contact Mark Sykes at mark.sykes1@environment-agency.gov.uk