Customer and Engagement Officer – 34559

Customer and Engagement Officer

Location: DEFRA GRP EA RIVERS HOUSE BLANDFORD, DT11 8SA; DEFRA GRP EA RIVERS HOUSE BRIDGWATER, TA6 4YS

Grade: Staff Grade 4

Post Type: Fixed Term

Role Type: Administration / Corporate Support, Communications / Marketing, Knowledge & Information Management

Working Pattern: Full Time, Part Time, Part Time/Job Share, Compressed Hours

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.

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.
• Team and Incident Role: 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 undertaken.

Required Skills and Experience

Essential

• 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

Desirable

• An interest in politics and local government

Benefits

• Development opportunities and appropriate training will be provided.
• Flexible home working and occasional travel as part of a dispersed team.

Length of contract: Up to 12 months

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