The role Join us and help make a meaningful difference to people and communities across Wales. As part of our Customer Management team, you will be at the centre of how Natural Resources Wales supports the public, partners and stakeholders. This role is an opportunity to help people find the information they need, respond to complex enquiries and contribute to the ongoing improvement of our customer services and digital systems. You will be joining a supportive and welcoming team that works collaboratively across the organisation. No two days are the same. You may be helping customers with detailed requests, working with colleagues to gather accurate and timely information, or sharing ideas that help us improve the way we work. The team operates flexibly, with opportunities to work from different NRW offices and build valuable networks across the organisation. If you enjoy solving problems, communicating clearly with a wide range of people and providing a high-quality customer experience, this role offers an excellent opportunity to develop your skills in a dynamic public service environment. As an organisation we support flexible working. You will be contracted to the NRW office at the above location and a suitable hybrid working pattern will be agreed on appointment. Any regular face to face meetings or training will be planned in advance. To make an informal enquiry about this role, please contact Stephen Badman at stephen.badman@cyfoethnaturiolcymru.gov.uk Interviews will take place through Microsoft Teams. Successful applicants will be subject to a satisfactory Disclosure and Barring Service Check (DBS) check. Appointments are normally made within 4 to 8 weeks of the closing date. About us The role sits within our Customer, Communication and Commercial directorate and reports to the Team Leader for Customer Hub. You will play an important part in supporting others, mentoring new colleagues and coordinating workflow to help the team deliver excellent customer service. What you will do Respond to complex customer enquiries via our various channels in line with agreed customer service standards and applicable legislations e.g. Re-use of Public Sector Information Regulations, Freedom of Information Act (2000), Environmental Information Regulations (2004) etc. Co-ordinate responses to requests by liaising and supporting technical leads across the business ensuring they understand the requirements of the request. Analyse complex, voluminous data and information and ensure it is presented in a customer focussed way applying as applicable the correct legislation and relevant contract/license. Ensure all performance and standard targets are met and escalate any risks to performance to the management team. Support team members with complex casework, developing specialist skill set and expertise. Be an exemplar for excellent customer care across all our activities, ensuring the highest standards of customer service are adopted and maintained across all activities. Work flexibly as part of the Customer Management Team and strive to develop the role, helping our organisation to become a leading provider of customer service within the public sector. Provide input to the development of new systems and processes ensuring a culture of continuous improvement. Act as a mentor to new starters and support colleagues with advice on contentious/complex requests working together to provide a customer focussed response. Undertake health and safety duties and responsibilities appropriate to the post Be committed to Natural Resources Wales Equal Opportunities and Diversity Policy, together with an understanding of how it operates within the responsibilities of the post Be committed to your own development through the effective use of your personal development plan (known as Sgwrs). Required to take part in incident response activities. Any other reasonable duties requested commensurate with the grade of this role. Your qualifications, experience, knowledge and skills In your application and interview you will be asked to demonstrate the following skills and experience using the STAR method.Excellent communication and interpersonal skills enabling you to effectively and persuasively communicate with all our internal and external customers. Knowledge of various legislation we are bound by and a working knowledge of NRW's charging and data licensing policy. Knowledge of the principles when handling personal data and security policy when handling financial information. Experience of working within a multi-channel Customer Management Team with an understanding of various Microsoft applications including Customer Relationship Management (CRM) System. Ability to adapt to changing priorities and customer demand when necessary and work with others to develop customer improvements. Welsh Language level requirements Essential: Level B2 - Upper intermediate level Please note If you do not meet the Welsh language level requirements for this role your application will not be shortlisted. Benefits This role will offer a range of benefits, including: Civil Service Pension Scheme offering employer contributions of 28.97% (successful internal staff will remain in their current pension scheme) 28 days annual leave, rising to 33 days generous leave entitlements for all your life needs commitment to professional development health and wellbeing benefits and support weekly wellbeing hour to use as you choose See full details for all the employee benefits you will receive. Please keep reading We're passionate about creating a diverse workforce and positively encourage applications from under-represented communities. We embrace equality of opportunity irrespective of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation. We are committed to equal opportunities, and we guarantee interviews for candidates with disabilities who meet the minimum selection criteria. We want to attract and retain talented and highly skilled staff, so we make sure that our pay scales remain competitive. We advertise the full pay scale on our job descriptions. Appointed candidates start at the first point of the pay scale and annual increments are paid each year. Unless otherwise stated in the 'Role' section of this advert, Natural Resources Wales is unable to offer visa sponsorship for this position. Although we hold a Skilled Worker visa sponsorship licence, it applies only to specific roles that meet both the eligibility criteria and salary requirements set out by the UK Government under the Skilled Worker visa route. We want our staff to grow professionally and personally. From leadership development to access to further and higher education courses, our staff have opportunities to expand their knowledge on variety of topics, stay current in their field and continue to learn as their career progresses. We are a Bilingual organisation which complies with the Welsh Language Standards. Welsh language skills are considered an asset to NRW, and we encourage and support staff to learn, develop and use their Welsh language skills.