Customer & Engagement Officer - 31883

Overview

We are 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.

Responsibilities

• 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.

Team and Location

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

Please contact Mark Sykes by email at mark.sykes1@environment-agency.gov.uk. Responding to incidents is a central part of what we do. Please see the candidate pack for more on how you will support with this. Note: we do not assess CVs. Answers to competency questions will be used for interview selection.

We recommend reading our How to apply page before you start at environmentagencycareers.co.uk.

Company and Policies

The Environment Agency is committed to a diverse and inclusive workforce and flexible working patterns, including job share. We have a Guaranteed Interview Policy to support those with a disability. Information on continuous service for redundancy purposes is provided for applicants from local government or other listed bodies. For details, contact your HR Team. We invite you to apply in line with these policies.