Executive Correspondence and Complaints Specialist - West Malling, United Kingdom - Environment Agency

Environment Agency
Environment Agency
Verified Company
West Malling, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Job description
This role is crucial for the management of our reputation across the Kent, South London & East Sussex Area. Working closely with your colleagues, you will provide a high level of service across the Area.


Through anticipating and identifying trends/shifts in complaints and enquiries, while using your knowledge of the relevant operational instructions and legal acts you will be able to meet the diverse needs of internal & external customers, stakeholders and communities.


Working closely with your team, Team Leader and our Area Leadership Team (ALT), you'll help provide direction, ensuring outputs are timely and of appropriate quality.


Building and maintaining productive and influential relationships with internal and external customers and partners will be at the heart of your role, as will ensuring that communications, especially those around sensitive and emotive issues, are clear and consistent.


You will also:

  • Enable, mentor and coach others to deliver outstanding customer focus
  • Advise senior managers on best practice and current national communication specifications
  • Ensure the areas understanding of changes to legislation affecting Complaints, Data Protection, Freedom of Information and
Environmental Information Regulations Act's

  • Support MP Engagement and executive correspondence staff in managing the workloads and direction of communication.
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


The Customers and Engagement team are a busy team that works with others to deliver excellent customer service in Kent, South London and East Sussex.

We are the hub of the area, supporting the business by managing our relationship with communities, MPs and the general public.

We manage a diverse range of requests from active and informed customers are essential to business delivery by providing support and guidance to our area teams and ALT.


Experience/skills required
We are seeking a Customers and Engagement Specialist who is:

  • good communicator with drive, enthusiasm and a genuine interest in telling a compelling message to our audiences
- able to produce high quality, plain English correspondence and briefing material
- prepared to take on difficult problems that you can take through to resolution
- has a proven ability to work effectively with customers in a way that supports delivery of our business objectives
- is a great team player
- has excellent interpersonal skills, supported by very strong written and verbal communication skills
- is a creative thinker, with the ability to identify new and innovative opportunities
- can demonstrate excellent self-management, and have the ability to prioritise and deliver complex workloads work to tight deadlines


Contact and additional information


The role will be based in Orchard House, West Malling and interviews will be held in mid to late February.


Job Types:
Full-time, Part-time, Permanent


Salary:
£37,462.00 per year


Benefits:


  • Company pension
  • Flexitime

Schedule:

  • Monday to Friday

Experience:

- customer service: 1 year (preferred)

Work Location:
Hybrid remote in WEST MALLING

Reference ID: 25105
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