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3

Yorkshire and the Humber

Sheffield

Quadrant Two

Staff Grade 5

Permanent

Full Time, Part Time, Part Time/Job Share

Contact Centre, Analytical

£37,462

This is an exciting opportunity to join Contact Centre Services (CCS) in a new role, as an Analyst in our new Customer and Business team. You will be one of three Analysts who will work in partnership across the organisation, delivering customer-focused outcomes that support the EA’s ambition to provide professional, efficient and effective customer service, helping the Environment Agency to achieve EA2025.

You will provide customer focused analysis to identify improved ways of working across the organisation at a local or national level and lead workstreams and projects that support colleagues and implement these. We’re looking for people who are motivated, advocates for change and excited about helping to shape how the organisation supports its customers. You will need good experience of delivering continuous improvement and innovation and to be able to demonstrate experience in engaging with stakeholders and influencing others around change.

Contact Centre Services is a diverse, vibrant and friendly team which handle over 500,000 customer interactions every year. There’s our Operations team including the National Customer Contact Centre and the Incident Communications Service (24x7 365 days) and our Business and Customer team, who support the running of Operations, deliver change and champion the customer for the organisation.

Ability to manage, plan and implement projects or change programmes in a customer focused environment, using a wide range of project and change management techniques
Ability to establish and maintain a wide variety of strong networks with internal and external contacts for the benefit of the business and customers.
Ability to influence and communicate clearly and effectively at all levels, to ensure effective delivery of a change/project/piece of work
Experience of improving processes and services through influencing and working with others to develop improved ways of working
Able to embrace innovation, challenge existing practices; offering creative ideas to deliver customer solutions
Ability to react quickly, and be agile to rapidly changing business needs
Ability to work with and analyse data
Experience of existing reporting, processes and systems across the EA desirable

If you want to know more please contact Freya Chappell at [email protected]
The Environment Agency is fully committed to having an inclusive workforce to reflect the communities we serve. We welcome flexible working patterns for all our vacancies, including job share. Contact Centre Services work from two sites, Sheffield and Rotherham and support a hybrid working model with a mix of home and office working