Overview

Deputy Director of Contact Centre Services – 31949

If you’re part of the Environment Agency (EA), you’re part of the solution. Working with us means protecting and improving the environment for generations to come. Such a broad scope of work calls for diverse, multi-skilled teams and exceptional leadership.

This role sits within the Corporate and National Services Directorate and leads award-winning Contact Centre services. You will be customer-focused with a continuous improvement mindset, entrusted to deliver the direct provision of resilient 24x7 Critical Business activities. You will connect corporate service performance, ensure delivery and outcomes meet or exceed expectations, and align with the business\'s strategic vision and objectives. You will have a people-oriented, quality-focused, results-driven mindset with the ability to set a high benchmark in customer service.

Key aspects include managing a budget of circa £8m, shaping service design with technology and digital services, and influencing senior internal and external partners. You will lead a diverse workforce of around 200 across two sites and report to the Director of Corporate and National Services.

Responsibilities

• Lead the future of the Contact Centre Services and manage public reputation as the first point of contact for hundreds of thousands of customers each year.
• Ensure service design embraces technology/digital solutions to maximise efficiency while delivering quality services.
• Provide resilience and flexible resource planning to respond to unexpected events and unplanned business-critical work.
• Respond to incidents; hold an incident role and be available to respond to incidents or provide business continuity during an incident. Full training provided.
• Collaborate across teams to embrace technology and digital services to transform service design and delivery.
• Influence senior internal and external partners and demonstrate sound political acumen.
• Build strong relationships and drive change management to meet evolving customer needs.

Experience and Qualifications

• Experience in leading a high-performing, high-impact functional team with breadth and depth in people management, budgeting, and leadership.
• Strong experience in setting direction and embedding a culture of effective change management to support customer needs.
• Ability to plan, monitor, control, and realign resources to maximise efficiency and meet objectives to required standards.
• Understanding of crisis management and willingness to learn how to manage national or large-scale incidents and emergencies.
• Excellent communication skills and ability to collaborate, facilitate, and develop others. Innovative thinking and strong organizational skills.
• Desirable: experience using technology and digital services to transform service design and delivery.

Contact and Additional Information

For further information please contact: Katie Bonnett, Business Manager, Corporate and National Services at directorofcorporateandnationalservices@environment-agency.gov.uk

Candidate assessments will be conducted face to face and may include a staff engagement panel. Details will be provided to shortlisted candidates.

A virtual candidate briefing session will be held on 6 October 2025, 3:30pm. Invitations can be requested by registering via this link: https://events.teams.microsoft.com/event/52708e35-3317-441c-9e1c-860dc7725eac@770a2450-0227-4c62-90c7-4e38537f1102. The session may also be recorded.

Notes for Civil Service applicants: The Environment Agency is not part of HM Civil Service and you would not be a Crown Servant if appointed. There are considerations around continuous service and eligibility for redundancy payments as described in the recruitment guidance. If unsure, contact your HR team.

We are committed to a diverse and inclusive workforce and welcome flexible working patterns, including job sharing. Please indicate your preferred working arrangements on your application. We have a Guaranteed Interview Policy to support applicants with disabilities who meet the minimum criteria.

The Environment Agency is a Non-Departmental Public Body and uses Central Government frameworks for recruitment. For information on becoming a supplier through the Crown Commercial Service, see: 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.

Artificial intelligence notice: AI can assist with applications, but all examples must be truthful and from your own experience. Plagiarism or misrepresentation may lead to withdrawal of applications.

Job Details

• Seniority level: Director
• Employment type: Full-time
• Job function: Management and Manufacturing