Customer Service Advisor

Customer Service Advisor – Incident Communication Service (Shift Work)

Salary: £25,301 plus 20% shift allowance

Grade: Staff Grade 2 Base Location: Quadrant 2, Parkway Avenue, Sheffield, S9 4WF.

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

About the role

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