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Excellent communication skills (especially written) are a must as you’ll be working with a diverse range of people at all levels.
Whilst we support flexible working, its important that correspondence officers are available during typical office hours so we can respond promptly to last minute requests. We also require attendance in our Leeds office (Quarry house from late 2026, after relocation from Lateral) an average of two days a week to best facilitate our remit.
For further information on this role,download the candidate pack.
We do not accept CVs and so your answers to the below competencies will be used for selection.
Interviews are expected to be in person, scheduled for mid June
Contact Dean Ryan dean.ryan@environment-agency.gov.uk or Melanie Booth melanie.booth@environment-agency.gov.uk with any enquiries.
Job Description
Please Note – 2 available posts for this role. 1 role is full time (37 hours), 1 role is part time (approx 22 hours). Both are permanent.
This role is extremely varied and draws upon a diverse range of transferrable skills. Working closely with many other teams from across the business, including our Area Leadership Team and Government relations, you can expect to be involved in any of the following:
- managing correspondence and gathering information in order to provide an accurate and timely response;
- managing and responding to complaints;
- analysing data and running reports;
- providing ministerial briefings;
- leading on high profile and complex work within the team;
- working with others to manage reputational risks.
We strive to reflect the communities we serve and welcome applications from all backgrounds regardless of race, sexual orientation, and religion.
The team
The Customers and Engagement (C&E) team is a busy team that works with others to deliver excellent customer service to people living and working across Yorkshire. Ensuring we give clear, consistent advice and information on sensitive and emotive issues such as flooding, pollution and regulated sites. We manage a diverse range of requests and correspondence from many different stakeholders and customers including Members of Parliament and Government Ministers.
Experience/skills Required
- Ability to develop and maintain excellent relationships with internal and external customers;
- Delivery of work by planning, tracking, gathering and maintaining data/information;
- Have a flexible approach and be able to adapt to changing priorities whilst managing your workload;
- Ability to work on your own initiative and as part of a team ensuring that deadlines are met;
- Political awareness
- Excellent organisational and interpersonal skills;
- Confident in using MS Office & MS Teams.
Excellent communication skills (especially written) are a must as you’ll be working with a diverse range of people at all levels.
Whilst we support flexible working, its important that correspondence officers are available during typical office hours so we can respond promptly to last minute requests. We also require attendance in our Leeds office (Quarry house from late 2026, after relocation from Lateral) an average of two days a week to best facilitate our remit.
Contact and additional information
In addition to the basic salary of £34,320 this role also attracts the following benefits:
- 25 days annual leave
- 19% Employer contribution to your pension pot, Employees are expected to pay between 5.5% & 12.5%
- Two days paid environmental outcome days each year.
- These give you the opportunity to take part in community activities with a clear environmental outcome for people and wildlife.
- We offer a full range of reasonable workplace adjustments.
For further information on this role,download the candidate pack.
We do not accept CVs and so your answers to the below competencies will be used for selection.
Interviews are expected to be in person, scheduled for mid June
Contact Dean Ryan dean.ryan@environment-agency.gov.uk or Melanie Booth melanie.booth@environment-agency.gov.uk with any enquiries.
Competence 1
Achieves Results
Description
Please can you provide an example of a time when you were able to successfully resolve a difficult customer complaint or issue.
Competence 2
Builds and Sustains Relationships
Description
Internal and external relationships within this role are vitally important. Internally, we need to approach other teams to provide responses to our enquiries. This can sometimes prove difficult as it involves chasing responses from colleagues at all levels and challenging those that are not written in plain English or don’t fully answer the customer’s question.
Please can you give an example of a relationship you have formed which has made challenging conversations easier or improved the working relationship.
Competence 3
Focuses on Customers and Partners
Description
Please tell us about a time when you have had to balance different customers’ needs with a range of conflicting priorities and tight deadlines.
Competence 4
Manages Self
Description
PLEASE CONFIRM IF YOU ARE INTERESTED/WISH TO BE CONSIDERED FOR THE FULL TIME POST, PART TIME POST OR BOTH POSTS IN THE ANSWER BOX.
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.
