Customer Service Advisor – Incident Communication Service (Shift Work)

Salary – £22,754 plus 20% shift allowance

Locations – Sheffield

Grade – Staff Grade 2

Post Type/ Working Pattern – Permanent, Full Time, shift working including nights, weekend and Bank Holidays

Interview Dates – W/C 7th May 2024

About us:

This is an exciting time to join the UK’s biggest environmental organisation with an ambition to be Carbon Net Zero by 2030. 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 is the frontline of the Environment Agency’s response to environmental incidents. We work 24/7 and take reports of environmental incidents like pollution and flooding by phone and email and we now need more people to join the team as Customer Service Advisors to help support in this vital role.

Why choose us:

• Diverse and Exciting Role: You will part of a team gathering information relating to environmental incidents. You will have to be able to remain calm whilst taking control of a call and getting as much information as possible by asking the right questions, recording this information and then passing it on to the people who can tackle it. Every day will be different and fulfilling.
• Training and Support: No prior experience? No problem! It’s more important that you can provide an excellent customer experience, have good prioritisation skills and are well-organised. We’ll make sure you have comprehensive training and the knowledge you need to record vital information on incidents that could harm the environment. 
• Continuous Learning: Enhance your practical abilities and environmental awareness through hands-on work. We encourage and support further development, including specialist training when needed.
• Team Environment: Work as part of a close-knit team of like-minded individuals who share your passion for the environment. Together, we make a real impact and create a better place for all.
• Meaningful Impact: Responding to incidents is a central part of what we do. You will be required to have an incident role and make yourself available to respond to incidents or, provide business continuity support during an incident. This may attract an additional payment and full training and workplace adjustments will be available to support you with your incident role. 

Our teams work a rotating 12-week shift pattern which includes some weekends and nights, and the role attracts a 20% shift allowance. 

What do I need?

We will provide all the training and support, you’ll need. The most important thing we are looking for is a passion for providing great customer service and the resilience to succeed.

You will need to demonstrate experience of working as a team and some customer service experience in your application.