Customer Hub Support

The role

Are you passionate about helping people and delivering great customer service? Join our Customer Hub\’s Enquiries Team, where you\’ll play an important role in supporting the public and ensuring everyone who contacts us has a positive experience.

As a key member of the team, you\’ll be the first point of contact for a wide range of enquiries. You\’ll help customers by providing clear information, guiding them through processes, and handling straightforward transactions such as applications and payments. Your work will make a real difference to how people experience our organisation and the services we provide.

You\’ll be based at our Cardiff office (with hybrid working pattern offered) working closely with friendly colleagues in a supportive and collaborative environment. The role sits within our Customer, Communication and Commercial directorate and reports to the Team Leader for Customer Hub. You\’ll also work with teams across the organisation and external partners, helping to keep information flowing smoothly and ensuring our customers receive timely, accurate responses.

If you enjoy working with people, are organised and adaptable, and want to be part of a team that prides itself on excellent customer care, we\’d love to hear from you. This is a great opportunity to build your skills, contribute to meaningful work, and grow within a team that\’s committed to continuous improvement and high standards of service.

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.

What you will do

• Respond to all types of customer enquiries which come into the organisation, in line with agreed customer service standards and use appropriate systems to manage enquiries to an excellent standard.
• Carry out a range of transactional customer activity, for example processing permitting applications, licences etc ensuring accurate data capture and processing to relevant systems.
• 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.
• Assist the team in improving the quality of service we provide to all our customers, by inputting to the development of new systems and processes encouraging a culture of continuous improvement.
• 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.
• 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 customer service skills with the drive to provide a first-class service to all our customers. Excellent interpersonal skills enabling you to effectively and professionally communicate with all our internal and external customers. 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.

Welsh Language level requirements

• Essential: Level C1 – Proficiency level

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.