Find More Than 10K+
United Kingdom Jobs

2

West Midlands

Birmingham

AQUA HOUSE BIRMINGHAM B3 1AQ

Staff Grade 5

Permanent

Full Time

Administration / Corporate Support, Customer Insight

£37,462

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:

• 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.

In these particular roles you will be working on high profile sites within the area. This will be a fast-paced environment which at times will be challenging. We are looking for creative and engaging individuals who can provide advice, support and direction to numerous teams in order to protect and enhance our reputation. 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.

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.

Both roles require the following experience:

• 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

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.