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- Tasks: Support the Environment Agency by handling incident reports and ensuring swift communication.
- Company: Join the UK's largest environmental organisation making a real difference.
- Benefits: Competitive salary, generous leave, pension scheme, and wellbeing support.
- Other info: Flexible shift work with opportunities for career growth and development.
- Why this job: Be part of a team that protects the environment and helps communities.
- Qualifications: Customer service experience and strong communication skills are essential.
This is an exciting time to join the UK’s biggest environmental organisation. As part of the Environment Agency, you will play your part in protecting and improving the environment. We are working with government, local councils, businesses, civil society groups and communities to meet these challenges and at the same time make our environment a better place for people and wildlife.
The Incident Communication Service (ICS) is the Environment Agency’s frontline, 24/7 service for reporting environmental incidents. We are the first point of contact for members of the public and professional partners such as emergency services and water companies.
As a Customer Service Advisor, you will play a vital role in protecting people and the environment by accurately capturing incident information, assessing urgency and ensuring reports reach the right operational teams quickly. Your work will directly support the Environment Agency’s response to incidents such as flooding, pollution, and environmental damage. This is a fast paced, customer focused role where calm communication, teamwork and attention to detail are essential, particularly during periods of increased incident activity.
Key responsibilities
- Handle inbound calls from the public and professional partners, asking probing questions to establish remit and gather all relevant information
- Log, assess and categorise environmental incident reports accurately
- Communicate clearly and professionally with internal teams and external customers
- Use multiple IT systems while following defined procedures and guidance
- Monitor and prioritise work across multiple mailboxes
- Work collaboratively with colleagues to maintain service delivery during busy periods and incidents
- You will be required to have an incident role and make yourself available to respond to incidents on a rota’d basis. This attracts an additional payment
Shift pattern
- This is a shift-based role operating on a rolling rota covering 24 hours a day, 365 days a year. This includes working evenings, nights, weekends and Bank Holidays.
- The shift rota is currently under review
- During initial training, you will work Monday – Friday, within standard office hours
- A 20% shift allowance is paid in recognition of unsocial hours
Applicants must be flexible and able to work across the full rota.
Location & working arrangements
This role is hybrid, with an average of one day per week currently spent in the office once fully trained, dependent on shift patterns. During your induction and training, there will be an expectation to work more frequently from the office to support learning and development.
Skills and experience
Essential
- Proven customer service experience
- Excellent verbal and written communication skills
- Ability to remain calm and resilient under pressure
- Ability to work independently and as part of a team
- Strong IT skills, including competence with MS Office (Teams, Outlook)
Desirable
- Experience of working shifts, including unsocial hours
- Experience working in a Contact Centre
Training and support
We are committed to helping you succeed in the role. You will receive:
- A structured training academy
- Ongoing coaching and mentoring, including support from a dedicated call quality coach
- On shift support at all times from a team of experienced supervisors
- Regular 1:1 meetings with your line manager, to discuss performance, progress and development
- Career development and progression opportunities across the Environment Agency
What’s in it for you?
You’ll benefit from a culture that embraces difference and is inclusive, where you’ll feel supported and trusted to do the right thing. We’ll invest in you and allow you to grow and shape your career.
What’s more, you’ll have access to our great benefits package including:
- A salary of £25,301 plus 20% shift allowance
- Annual leave starting at 25 days, plus 8 days in lieu of Bank Holidays
- Environment Agency Pension Fund, part of the Local Government Pension Scheme
- Comprehensive wellbeing support, including free and confidential counselling and information services provided by PAM Wellness
- Great career opportunities
- Maternity, paternity and adoption leave scheme
As an organisation we strive to reflect the communities we serve, to achieve this we welcome applications from all backgrounds.
Advert Closing Date: 25th May Interview Dates/Location: w/c 8th June and will be held face to face in Sheffield
Customer Service Advisor employer: The Environment Agency
Contact Detail:
The Environment Agency Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor
✨Tip Number 1
Get to know the company! Research the Environment Agency and its mission. This will help you tailor your responses during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills. As a Customer Service Advisor, you'll need to be calm and clear under pressure. Role-play with a friend or family member to get comfortable with handling tricky questions and scenarios.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend local events related to environmental work. This can give you insider tips and might even lead to a referral!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining the team at the Environment Agency.
We think you need these skills to ace Customer Service Advisor
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experience align with the role of a Customer Service Advisor. Use keywords from the job description to show that you understand what we're looking for.
Show Off Your Communication Skills: Since this role is all about clear communication, make sure your written application reflects that. Keep it professional but friendly, and don’t forget to proofread for any typos or errors!
Highlight Relevant Experience: If you've got previous customer service experience, shout about it! Share specific examples of how you've handled challenging situations or worked as part of a team, especially in fast-paced environments.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the info you need about the role there!
How to prepare for a job interview at The Environment Agency
✨Know Your Role Inside Out
Before the interview, make sure you thoroughly understand the Customer Service Advisor role and its responsibilities. Familiarise yourself with the Environment Agency's mission and how your role contributes to protecting the environment. This will help you answer questions confidently and show your genuine interest in the position.
✨Practice Calm Communication
Given the fast-paced nature of this role, practice how you would communicate under pressure. You might be asked situational questions about handling difficult calls or urgent incidents. Use examples from your past experience to demonstrate your ability to remain calm and collected while providing excellent customer service.
✨Showcase Your IT Skills
Since the job requires using multiple IT systems, be prepared to discuss your proficiency with tools like MS Office, especially Teams and Outlook. If you have experience with any specific software used in contact centres, mention it! This will highlight your readiness to adapt to their systems quickly.
✨Emphasise Teamwork and Flexibility
This role involves working collaboratively with colleagues during busy periods. Be ready to share examples of how you've worked effectively in a team before. Also, express your willingness to work shifts, including nights and weekends, as flexibility is key in this position.