CUSTOMER & ENGAGEMENT OFFICER - 31883

Customer & Engagement Officer - 31883
Number of jobs available
1
Region
North West
City/Town
Penrith , Preston
Building/Site

DEFRA GRP EA GHYLL MOUNT, CA11 9BP, DEFRA GRP EA LUTRA HOUSE, PR5 8BX

Grade
Staff Grade 3
Post Type
Permanent
Role Type
Operational Delivery
Working Pattern
Full Time, Part Time/Job Share
Salary Minimum
£28,607
Closing Date:
05/10/2025, 23:55 hours
Job description attachment 1
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Converted File 31883 - Job Profile.docx.pdf – 85KB Opens in a new window
Candidate pack
31883 - Candidate Pack.docx – 2042KB Opens in a new window
Converted File 31883 - Candidate Pack.docx.pdf – 719KB Opens in a new window
Security checks level
Basic Check
Job description
Do you want to work for an organisation that values difference and includes everyone?
Then the Environment Agency is the organisation for you! We are fully committed to being an inclusive employer and ensuring equal opportunities for everyone. We welcome flexible working patterns for all our vacancies, including job share.
We’re looking for an enthusiastic and motivated individual to join our Customers & Engagement team. You’ll be on the frontline of our customer service operations, managing enquiries and requests for information across a wide range of topics — from flooding and fisheries to water quality and waste.
You’ll ensure that our customers receive timely, accurate, and helpful responses, while supporting our wider engagement efforts and contributing to our reputation for excellence.

What You’ll Do

• Manage and respond to complex customer enquiries and information requests within statutory timeframes (e.g. FOI and EIR).
• Monitor and manage shared mailboxes, ensuring enquiries are directed to the appropriate technical teams.
• Contribute to incident response.
• Build relationships with internal teams to identify service improvements and process gaps.
• Champion great customer service and help make the Environment Agency easy to do business with.
• Be an important team player within the Customer and Engagement team, actively contributing to the varied workloads.

The team
The Customers & Engagement team sits within the Environment Planning and Engagement department. We’re a friendly, supportive group working across the area to manage relationships that are vital to our reputation and business delivery. We collaborate with internal teams, political leaders, and communities to deliver high-quality customer service and proactive engagement. We rely on each other’s strengths and expertise to meet our shared goals. We have offices in Preston and Penrith.
Experience/skills required

Essential:

• Excellent written and verbal communication skills, with the ability to produce high-quality, plain English responses.
• Strong organisational and time management skills, with the ability to manage a reactive workload and meet tight deadlines.
• A positive, proactive attitude and ability to work independently and as part of a team.
• Proven IT skills, especially Microsoft Office (Word, Outlook, Excel, Teams, SharePoint).
• Ability to cope well under pressure and respond to changing priorities.
• Excellent interpersonal skills and confidence in engaging with customers and colleagues.

Desirable:

• Knowledge of the Freedom of Information Act and Environmental Information Regulations.
• Experience in customer service (internal or external), both face-to-face and over the phone.
• Understanding of data protection principles.
• Analytical skills and attention to detail.

Contact and additional information
We would love to inspire you to apply – please get in touch with Mark Sykes by email at mark.sykes1@environment-agency.gov.uk
Responding to incidents is a central part of what we do. Everyone that joins us is required to undertake training and participate. Please see the candidate pack for more on how you will support with this.
Please note we do not assess CVs. Answers to these competency questions will be used for interview selection so ensure you draw out your skills and experience in your responses.
We recommend reading our ‘How to apply’ page (environmentagencycareers.co.uk) before you start.
Competence 1
Communicates Effectively
Description
You are an active listener who listens and questions to understand and engage. You convey information and ideas clearly, accurately and persuasively through speech and writing.
Please give an example of where you had to communicate a difficult message. What did you do, and what was the outcome?
Competence 2
Focuses on Customers and Partners
Description
Addresses the needs of internal and external customers, provides rapid and effective responses.
This role will be working closely with a range of internal and external customers and be integral to the team which is the centre of excellence for customer service. Please tell us how you always deliver outstanding customer service when working with a variety of people?
Competence 3
Works in Teams
Description
Works co-operatively as part of a team to achieve common goals.
Please give an example of when you have worked as part of a successful team. What did you do to contribute and how did you maintain good working relationships with your colleagues?

What You’ll Do

• Manage and respond to complex customer enquiries and information requests within statutory timeframes (e.g. FOI and EIR).
• Monitor and manage shared mailboxes, ensuring enquiries are directed to the appropriate technical teams.
• Contribute to incident response.
• Build relationships with internal teams to identify service improvements and process gaps.
• Champion great customer service and help make the Environment Agency easy to do business with.
• Be an important team player within the Customer and Engagement team, actively contributing to the varied workloads