EIDCymru Bureau Operator in Aberystwyth

Organisation Overview

The Welsh Government is bringing together separate recording systems for cattle, sheep and pigs movement to fulfil European requirements to support the continuation of trade post‑Brexit. This also provides an opportunity to define Wales’ identity and reputation as a global leader in animal welfare and standards. EIDCymru currently records sheep, goats and deer movements in Wales and has an excellent track record which is held in high regard across the UK. Building on EIDCymru’s current capabilities, it is the natural choice to incorporate Welsh cattle and pig movements. It will provide an accessible, easy‑to‑use platform to our farmers, livestock markets and abattoirs. It will improve traceability which will assist in limiting the impact of a disease outbreak while also delivering significant opportunity for the Welsh red meat industry to improve the use of data to drive on‑farm efficiency and give consumers assurance of the provenance of their food.

The Welsh Government is implementing a compulsory Bovine Viral Diarrhoea (BVD) eradication scheme. BVD is a viral infection in cattle which causes a variety of health issues and can be fatal. The success of the compulsory BVD eradication scheme is contingent on the delivery of a digital service that will collate and use animal BVD test results, maintain the BVD status of all cattle herds within Wales, and make this information available to relevant, authorised parties. EIDCymru is a subsidiary of Hybu Cig Cymru – Meat Promotion Wales, the strategic body responsible for the development, promotion, and marketing of Welsh red meat.

Post Overview

Successful applicants will be based within commutable distance of the Aberystwyth office or in North Wales. Applicants will be expected to be able to work hybridly, both from an office and remotely. The role will report to the Bureau Leader under the day‑to‑day supervision of the Bureau Supervisors. The post holder will be responsible for providing technical helpline support to keepers and stakeholders, inputting and verifying information. Putting the customer at the heart of what we do is critical. This means providing excellent customer service to stakeholders, delivery partners and customers, both internal and external, establishing their needs and requirements and checking their understanding of actions needed. It includes dealing with customer enquiries professionally by telephone, email and other channels effectively, providing timely and accurate information from existing guidance, and ensuring that follow‑up action is completed within agreed timescales to meet customer expectations.

Principal accountabilities, responsibilities and activities

• To act as first point of contact/direct line support to industry, providing support for keepers and other organisations.
• Answer or signpost/forward keeper and stakeholder enquiries as appropriate in a courteous and efficient manner with all telephone and electronic queries.
• Act as support to users who are experiencing technical problems in using the EIDCymru system.
• Escalate technical issues to the Welsh Government IT Support Team as required.
• Accurately input data onto EIDCymru systems within required timescales, including data checking.
• Track any incorrect information and work with relevant individuals and other organisations to resolve issues.
• Act upon authorised instructions to correct data submission.
• Undertake customer contact by phone, letter, or email to resolve queries and accurately update systems in a timely manner.
• Provide a high level of customer care to the agricultural community in Wales.
• Record all industry queries, the EIDCymru response, resolutions, and follow‑up actions.
• Provide basic service desk management information, such as enquiry types, enquiry volumes, resolved as first line, enquiries referred etc.
• Maintain a log of lessons, observations, experiences gained and participate in scheme reviews with the Welsh Government team.

Additional tasks

• Manage paper and electronic based records in accordance with policy.
• Contribute to the delivery of targets and external commitments, ensuring that all required outcomes and outputs are achieved.
• Highlight and hand-off urgent issues or areas of concern to the Bureau leaders.
• Support the Bureau Leader and Supervisors with Bureau and ad‑hoc tasks as and when required.
• Develop positive working relationships with own team and others, maintaining dignity at work.
• Work collaboratively, sharing information and good working practices, raising risks/issues and suggestions for improvement.
• Adhere to guidance, keep up to date with relevant business processes and changes as they occur.
• Undertake the necessary training required to be effective in the role and be proactive in identifying personal development needs.

Personal Specification: BVD Bureau Operator Knowledge

• Essential Criteria: Good standard of education (minimum of 5 GCSE’s [or equivalent] to include Mathematics, Welsh and English)
• Desirable Criteria: A current valid driving licence.

Experience and Skills

• Essential Criteria: Ability to navigate IT systems including MS Office: word, excel and email.
• Good oral and written communication skills in both Welsh and English.
• Ability to follow processes methodical, with meticulous attention to detail and the ability to check / identify issues or mismatches.
• Positive approach to customer care and excellent telephone manner and ability to deal with enquiries effectively and politely.
• Ability to work as part of a team with the flexibility to undertake other tasks as and when needed.
• Ability to work without supervision and to be able to prioritise workloads.
• Ability to gather the relevant data to make informed decisions.

• Desirable Criteria: Experience of using databases and inputting data.
• Ability to work to deadlines in a fast‑paced working environment.
• Good organisational skills, able to adapt to changing priorities and the ability to quickly react, re‑prioritise and monitor own workload.

EIDCymru is managing information about movements and animal health on behalf of the Welsh Government. It can help reduce the impact of disease outbreaks while enabling the Welsh red meat industry to improve data-driven farm efficiency and provide consumers with assurance about the provenance of their food. The position requires clear communication in both Welsh and English.