Customer and Engagement Officer - 34559
Blandford Forum, England, United Kingdom Full-time Posted 1 week ago
Desirable
Job Description
The Environment Agency are fully committed to having an inclusive workforce to reflect the communities we serve. We don't just talk about diversity; we seek it, embrace it, and live it, for the benefit of our staff, our communities, and our environment.
We are looking for a Customer and Engagement Officer to help us deliver excellent customer service and strengthen our engagement with key stakeholders, including Members of Parliament. This is a varied and fast‑paced role that combines customer enquiries, political engagement, and high‑quality information management.
Key Responsibilities
Executive and Political Correspondence
Manage the executive correspondence process from logging to final response, ensuring MPs, Government Ministers and environmental stakeholders receive a high‑quality service. Prepare clear, accurate briefings for MPs and support ALT members in maintaining strong relationships with political stakeholders. Work with Government Relations to produce responses to Parliamentary Questions, often to tight deadlines. Coordinate responses to MP enquiries and develop professional, trusted relationships.
Stakeholder Engagement
Build and share an understanding of key Wessex issues to strengthen engagement with MPs and wider stakeholders.
Customer Service & Complaints
Support the team with logging and responding to customer enquiries and FOI/EIR requests. Manage a caseload of complaints in line with operational instructions. As a senior team member, lead on complex complaints and information requests, ensuring statutory requirements and the Customer Charter are met. Handle high‑level correspondence involving MPs, Ministers or Executive Directors.
Information Requests & General Enquiries
Lead on complex enquiries for the Wessex area. Triage incoming requests and work with colleagues across the organisation to provide accurate, timely responses.
Teamwork & Incident Response
Work as part of a dispersed team across Blandford and Bridgwater, attending occasional meetings. Take on an incident role with full training and support, with eligibility for additional payment depending on the role undertake
The team
The Customer and Engagement team is a friendly, supportive group within the Local Operations Directorate. We work with a wide range of technical and project teams across Wessex. As the Environment Agency’s centre of excellence for customer service and reputation, we handle diverse enquiries and guide effective engagement. We’re professional, people-focused and collaborative, supporting each other to achieve the best for our customers.
Essential
Experience/skills required
Contact and additional information
The role can be based at either our Blandford or Bridgwater Offices, with flexible home working included. As a dispersed team, there is an occasional need to travel. Flexible working arrangements are in place to support your work/life balance.
Please read the Candidate / Additional Information Pack for information. Any queries, contact nicola.jess@environment-agency.gov.uk
Applications are “blind” assessed using your answers to the competency questions.
Interviews will be held via MS Teams during the week commencing 20th July.
If you consent to being held on a reserve list, we’ll hold your details for 6 months and may offer you an alternative post.
Length of contract
Up to 12 months
Competence 1
Takes Decisions and Solves Problems
Description
Tell me about a time when you have made an important work decision in a short time.
Why was it important?
What factors did you consider?
What problems did you encounter?
What was the outcome?
More information on how to answer competency questions can be found in the candidate pack.
If a large number of applications are received, an initial sift using this lead capability may be conducted. Successful candidates will then proceed to a full sift or directly to assessment/interview.
Feedback is generally not available at sift stage
Competence 2
Achieves Results
Description
Tell me about a time when you had to take responsibility for delivery of a key business objective or project deliverable.
What did you have to take personal responsibility for?
Why was this so important?
How did you ensure the objective was achieved?
Competence 3
Communicates Effectively
Description
Tell me about an occasion when you have had to gather information from a variety of sources.
How did you go about gathering the information required?
How did you ensure you understood all of the information?
How did you pull all the different pieces of information together?
If you are applying from the Civil Service please note that the Environment Agency is not a part of HM Civil Service and you would not be a Crown Servant in the event of being appointed. Therefore, you will not be eligible for continuous service. For applicants who currently work in local government or other bodies listed in the Redundancy Payments (Continuity of Employment in Local Government etc) (Modification) Order 1999, you may be eligible for continuous service for the purpose of calculating any future redundancy payment. If you are unsure of your status then you should contact your own HR Team.
We are fully committed to having a diverse and inclusive workforce to reflect the communities we serve. We welcome flexible working patterns for all our vacancies, including job share, so please include clearly any information regarding your preferred working arrangements on your application.
We also have a Guaranteed Interview Policy to support those with a disability who are seeking employment. We have committed to guaranteeing an interview to anyone with a disability whose application meets the minimum criteria for the post.
The Environment Agency, as a Non-Departmental Public Body, is committed to providing value for money and utilises Central Government frameworks and contracts for all external recruitment needs. For this reason, we are unable to engage with the market directly through post, email or phone calls . Should you wish to become a support supplier on one of these frameworks or contracts please visit https://www.gov.uk/government/publications/become-a-crown-commercial-service-supplier/becoming-a-supplier-through-the-crown-commercial-service-what-you-need-to-know for more information.
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Although the Environment Agency is a non-departmental public body sponsored by Defra, we subscribe to and align with the candidate guidance on the use of artificial intelligence found on the Civil Service Careers website. Please review for more information on appropriate and inappropriate use.
- An interest in politics and local government
Job Description
The Environment Agency are fully committed to having an inclusive workforce to reflect the communities we serve. We don't just talk about diversity; we seek it, embrace it, and live it, for the benefit of our staff, our communities, and our environment.
We are looking for a Customer and Engagement Officer to help us deliver excellent customer service and strengthen our engagement with key stakeholders, including Members of Parliament. This is a varied and fast‑paced role that combines customer enquiries, political engagement, and high‑quality information management.
Key Responsibilities
Executive and Political Correspondence
Manage the executive correspondence process from logging to final response, ensuring MPs, Government Ministers and environmental stakeholders receive a high‑quality service. Prepare clear, accurate briefings for MPs and support ALT members in maintaining strong relationships with political stakeholders. Work with Government Relations to produce responses to Parliamentary Questions, often to tight deadlines. Coordinate responses to MP enquiries and develop professional, trusted relationships.
Stakeholder Engagement
Build and share an understanding of key Wessex issues to strengthen engagement with MPs and wider stakeholders.
Customer Service & Complaints
Support the team with logging and responding to customer enquiries and FOI/EIR requests. Manage a caseload of complaints in line with operational instructions. As a senior team member, lead on complex complaints and information requests, ensuring statutory requirements and the Customer Charter are met. Handle high‑level correspondence involving MPs, Ministers or Executive Directors.
Information Requests & General Enquiries
Lead on complex enquiries for the Wessex area. Triage incoming requests and work with colleagues across the organisation to provide accurate, timely responses.
Teamwork & Incident Response
Work as part of a dispersed team across Blandford and Bridgwater, attending occasional meetings. Take on an incident role with full training and support, with eligibility for additional payment depending on the role undertake
The team
The Customer and Engagement team is a friendly, supportive group within the Local Operations Directorate. We work with a wide range of technical and project teams across Wessex. As the Environment Agency’s centre of excellence for customer service and reputation, we handle diverse enquiries and guide effective engagement. We’re professional, people-focused and collaborative, supporting each other to achieve the best for our customers.
Essential
Experience/skills required
- Strong communicator with enthusiasm, drive, and a genuine interest in shaping clear, compelling messages
- Proven written and verbal communication skills
- Effective team player who builds positive working relationships
- Excellent self-management, with the ability to prioritise and meet tight deadlines
- Experience handling FOI/EIR requests and managing general enquiries
- Background in customer service or customer contact, in person or digital
- Experience guiding or supporting others
- Strong written skills and confident interpersonal abilities
- An interest in politics and local government
Contact and additional information
The role can be based at either our Blandford or Bridgwater Offices, with flexible home working included. As a dispersed team, there is an occasional need to travel. Flexible working arrangements are in place to support your work/life balance.
Please read the Candidate / Additional Information Pack for information. Any queries, contact nicola.jess@environment-agency.gov.uk
Applications are “blind” assessed using your answers to the competency questions.
Interviews will be held via MS Teams during the week commencing 20th July.
If you consent to being held on a reserve list, we’ll hold your details for 6 months and may offer you an alternative post.
Length of contract
Up to 12 months
Competence 1
Takes Decisions and Solves Problems
Description
Tell me about a time when you have made an important work decision in a short time.
Why was it important?
What factors did you consider?
What problems did you encounter?
What was the outcome?
More information on how to answer competency questions can be found in the candidate pack.
If a large number of applications are received, an initial sift using this lead capability may be conducted. Successful candidates will then proceed to a full sift or directly to assessment/interview.
Feedback is generally not available at sift stage
Competence 2
Achieves Results
Description
Tell me about a time when you had to take responsibility for delivery of a key business objective or project deliverable.
What did you have to take personal responsibility for?
Why was this so important?
How did you ensure the objective was achieved?
Competence 3
Communicates Effectively
Description
Tell me about an occasion when you have had to gather information from a variety of sources.
How did you go about gathering the information required?
How did you ensure you understood all of the information?
How did you pull all the different pieces of information together?
If you are applying from the Civil Service please note that the Environment Agency is not a part of HM Civil Service and you would not be a Crown Servant in the event of being appointed. Therefore, you will not be eligible for continuous service. For applicants who currently work in local government or other bodies listed in the Redundancy Payments (Continuity of Employment in Local Government etc) (Modification) Order 1999, you may be eligible for continuous service for the purpose of calculating any future redundancy payment. If you are unsure of your status then you should contact your own HR Team.
We are fully committed to having a diverse and inclusive workforce to reflect the communities we serve. We welcome flexible working patterns for all our vacancies, including job share, so please include clearly any information regarding your preferred working arrangements on your application.
We also have a Guaranteed Interview Policy to support those with a disability who are seeking employment. We have committed to guaranteeing an interview to anyone with a disability whose application meets the minimum criteria for the post.
The Environment Agency, as a Non-Departmental Public Body, is committed to providing value for money and utilises Central Government frameworks and contracts for all external recruitment needs. For this reason, we are unable to engage with the market directly through post, email or phone calls . Should you wish to become a support supplier on one of these frameworks or contracts please visit https://www.gov.uk/government/publications/become-a-crown-commercial-service-supplier/becoming-a-supplier-through-the-crown-commercial-service-what-you-need-to-know for more information.
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Although the Environment Agency is a non-departmental public body sponsored by Defra, we subscribe to and align with the candidate guidance on the use of artificial intelligence found on the Civil Service Careers website. Please review for more information on appropriate and inappropriate use.
