Deputy Director of Contact Centre Services - 31949

We are looking for a Deputy Director to confidently lead our award-winning Contact Centre services within the Corporate and National Services Directorate. You will be customer-focused, with a continuous improvement mindset, and strong values to deliver resilient 24x7 Critical Business activities. You will connect corporate service performance, ensure delivery and outcomes meet or exceed expectations, and align with the business’ strategic vision and objectives. You will be strong on people leadership, quality, and results, with the ability to set a high benchmark in customer service.

You will be responsible for managing a budget of circa £8m while safeguarding the Environment Agency and Defra reputation. You will build relationships and collaborate across teams to embrace technology and digital services to transform service design and delivery. You will influence senior internal and external partners and have sound political acumen.

A large part of the role involves ensuring service design embraces the use of technology/digital, maximising efficiency while delivering quality services. You will be adaptable and provide resilience and flexibility of resource to respond to unexpected events, including unplanned business critical work. Responding to incidents is central to the role; you will be required to have an incident role and make yourself available to respond to incidents or provide business continuity during an incident. Full training will be available.

Team and reporting You will report to the Director of Corporate and National Services and lead a diverse, talented workforce of around 200 across two sites, with strong management and inclusive leadership skills.

Experience/skills Required

• Experience in leading a high performing, high impact functional team with breadth and depth of people, budget, leadership and management.
• Strong experience in setting direction and embedding a culture of effective change management to support changing customer needs.
• Develop and deliver a plan of initiatives for change to deliver efficient systems and ensure value for money against EA operational and business requirements.
• Plan, monitor, control and realign resources to maximise efficient and effective use and ensure objectives are completed to required standards.
• Strong understanding of crisis management and willingness to lead on national or large-scale incidents and emergencies.
• Excellent communications skills and strong collaboration/facilitation abilities; passion for developing others; innovative thinking; strong organisational 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 take place face to face and may include a staff engagement panel. Further details will be provided to shortlisted candidates. A virtual candidate briefing session is available on 6 October 2025 at 3:30pm. Invitations can be obtained by registering via the linked event page. The session may be recorded.

If applying from the Civil Service, note that Environment Agency is not part of HM Civil Service and you would not be a Crown Servant upon appointment. Guidance on continuous service and redundancy payment eligibility may apply for local government or other bodies; contact your HR team if unsure.

We are committed to a diverse and inclusive workforce and welcome flexible working patterns, including job shares. A Guaranteed Interview Policy is in place to support applicants with disabilities who meet the minimum criteria.

The Environment Agency is a non-departmental public body sponsored by Defra and uses central government frameworks for recruitment. See official guidance for engaged suppliers and frameworks information.

Artificial intelligence usage AI can support applications, but all examples and statements must be truthful and from your own experience. Plagiarism or presenting AI-generated content as your own may lead to withdrawal of the application or disciplinary action. The Agency aligns with Civil Service guidance on AI usage.

Note: Seniority level – Director; Employment type – Full-time; Job function – Management and Manufacturing.