Advisor, Customer Hub

1. An exciting opportunity has arisen for a Senior Advisor within NRW’s Customer Hub. You will be the specialist for a specific function of work, which will include either Freedom of Information requests, Complaints or complex customer requests
2. You will also support the development of the Customer Hub and proactively advise the rest of the business to ensure the highest level of customer service across the organisation.
3. Excellent customer care skills and the motivation to provide a first class service to all our customers are essential.

Please note: if you do not meet the Welsh language requirements specified i.e. ability to understand basic phrases and ability to pronounce Welsh names correctly, then NRW offers a variety of learning options and staff support to help you meet these minimal requirements during the course of your employment with us.

Job Context

An exciting opportunity has arisen for a Senior Advisor within NRW’s Customer Hub. You will be the specialist for a specific function of work, which will include either Freedom of Information requests, Complaints or complex customer requests for information, liaising and advising the business to ensure we comply with legislation and provide first class customer service. You will also support the development of the Customer Hub and proactively advise the rest of the business to ensure the highest level of customer service across the organisation.

Qualifications and Skills

• Excellent customer care skills and the motivation to provide a first class service to all our customers.
• A thorough knowledge of the organisation and the ability to influence and direct across all levels of the organisation.
• A thorough knowledge and the better if you have a recognised qualification linked to your specialist area of work.
• Excellent practical knowledge of various legislation from which we are restricted and NRW's complaints and compliments policy and data handling and licensing policy, together with the ability to interpret legislation and develop policies.
• Strong organisational skills, with the ability to manage your own workload and monitor the workload of others, work to strict timelines and adapt to changing priorities when necessary.
• Experience of developing strong working relationships with internal colleagues, communicating ideas clearly and persuasively, and the ability to present compelling arguments to influence and negotiate satisfactory outcomes.
• High level of creativity and innovation with an ability to proactively work with business area leads to improve the information available to the public.

Benefits: Civil Service Pension, 28 days annual leave, rising to 33 days over 5 years, flexible working options, occupational health including counselling and counselling and eye care services, childcare vouchers and salary sacrifice schemes.