
engagement manager Birmingham, England
Environment Agency
Full Time
Birmingham, England
40000 - 30001 GBP ANNUAL Today
Job description
Number of jobs available
2
Region
West Midlands
City/Town
Birmingham
Building/Site
AQUA HOUSE BIRMINGHAM B3 1AQ
Grade
Staff Grade 5
Post Type
Permanent
Working Pattern
Full Time
Role Type
Administration / Corporate Support, Customer Insight
Salary Minimum
£37,462
Job description
Are you passionate about customer service and engagement? We are looking for two inspirational and engaging people who can provide technical leadership to a wide range of high-profile projects.
As a Specialist in Correspondence, you will deliver continuous improvement in all aspects of customer service, including enquiries, complaints, requests for information and appeals. You will also be responsible for handling complex and sensitive cases.
Our Engagement Specialists advise and work with others to engage with customers, communities and partners. They provide strategic engagement advice and support to our technical teams and managers. They protect our reputation and ensure we give clear, considered and consistent messages around sensitive and emotive issues.
Both roles will need an understanding of how and when to communicate with our stakeholders, be they MPs, partners or members of the public. In addition, they will:
As a Specialist in Correspondence, you will deliver continuous improvement in all aspects of customer service, including enquiries, complaints, requests for information and appeals. You will also be responsible for handling complex and sensitive cases.
Our Engagement Specialists advise and work with others to engage with customers, communities and partners. They provide strategic engagement advice and support to our technical teams and managers. They protect our reputation and ensure we give clear, considered and consistent messages around sensitive and emotive issues.
Both roles will need an understanding of how and when to communicate with our stakeholders, be they MPs, partners or members of the public. In addition, they will:
- Give the EA a clear voice and message, protecting and enhancing our reputation.
- Ensure that we build and maintain positive relationships with all our stakeholders.
- Work alongside colleagues to make sure all messages around sensitive and emotive issues are clear and consistent.
The team
This role will sit within a Customer and Engagement team that works internally and externally to support and deliver outstanding customer service, stakeholder management, and engagement across our business. The enquiries team members coordinate responses to complaints, requests for information and sensitive correspondence. Engagement team members manage relationships with MPs and oversee engagement on complex or high interest projects, working closely with the Area Leadership Team.
Experience/skills required
Both roles require the following experience:
For the role of Engagement Specialist, you will need experience of:
For the role of Correspondence Specialist, you will need experience of:
- Being a clear and passionate communicator, with the ability to build relationships and collaborate at all levels
- Have outstanding organisation and multi-tasking skills to prioritise conflicting deadlines
- Have a positive attitude and the ability to work independently to prioritise workload
For the role of Engagement Specialist, you will need experience of:
- Engaging effectively, using a range of methods and techniques
- Experience of using numerous digital platforms to engage such as Citizens Space and Engagement HQ
- Working on high-profile risk and reputation management issues
- Developing and delivering engagement plans
For the role of Correspondence Specialist, you will need experience of:
- Dealing with FOI/EIR requests, complaints and correspondence
- Leading/training staff working on correspondence, including an ability to review/challenge back on drafts
- Taking the necessary decisions to ensure communications with the public are consistent
Contact and additional information
Responding to incidents is a central part of what we do. You will be asked 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 workplace adjustments will be available to support you with your incident role.
Everyone starting in a new role with the Environment Agency will be welcomed into the team and given all of the training and support you need to succeed.
For any questions relating to these roles, please contact: Emma Carey, C&E Team Lead at [email protected]
These are full-time permanent vacancies.
Interviews are scheduled to take place from week commencing 7 August 2023.
Everyone starting in a new role with the Environment Agency will be welcomed into the team and given all of the training and support you need to succeed.
For any questions relating to these roles, please contact: Emma Carey, C&E Team Lead at [email protected]
These are full-time permanent vacancies.
Interviews are scheduled to take place from week commencing 7 August 2023.

Environment Agency
www.gov.uk/environment-agency
Bristol, United Kingdom
James Bevan
$100 to $500 million (USD)
10000+ Employees
Government
Regional Agencies
1996