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Yorkshire and the Humber

Sheffield

Quadrant Two

Staff Grade 6

Permanent

Full Time, Part Time, Part Time/Job Share

Contact Centre

£47,646

This is an exciting opportunity to take on the new role of Customer Manager, within the Customer and Business Team in Contact Centre Services (CCS). You will lead and motivate a new team of Analysts, shaping the team and inspiring them to deliver customer-focused outcomes that support the EA’s ambition to provide professional, efficient and effective customer service. You will be a key part of our Leadership team, driving work that champions customer for the organisation, helping the organisation to achieve its EA 2025 goals. You'll work across the EA and will be able to demonstrate experience in influencing a diverse range of stakeholders, managing risk and delivering results. We’re looking for a motivated and customer focused leader who is excited about helping to shape how the organisation supports its customers!

Contact Centre Services is a diverse, vibrant and friendly team which handle over 500,000 customer interactions every year. There’s our Operations team including the National Customer Contact Centre and the Incident Communications Service (24x7 365 days) and our Business and Customer team, who support the running of Operations, deliver change and champion the customer for the organisation.

You will be:

• customer focused, with excellent interpersonal and influencing skills.
• able to utilise appropriate styles and approaches to secure the actions of others.
• able to prioritise and organise resources to ensure timely delivery of results.

You have experience of:

• successfully leading multi-skilled teams in a complex work environment.
• developing and delivering business changes that embrace new ways of working and technology that evolve your service, are cost effective and meet a range of customer needs.
• continuous improvement and championing improvements and efficiencies.
• leading and managing people, demonstrating an ability to motivate and inspire people to deliver through times of change.

If you want to know more please contact Mark Davis at [email protected] or Freya Chappell at [email protected]

The Environment Agency is fully committed to having an inclusive workforce to reflect the communities we serve. We welcome flexible working patterns for all our vacancies, including job share. Contact Centre Services work from two sites, Sheffield and Rotherham and support a hybrid working model with a mix of home and office working