3309 - Customer Contact Centre Support in Caernarfon

Overview

Are you passionate about delivering exceptional customer service and making a real difference in rural communities? The RPW Customer Contact Centre, based in the scenic town of Caernarfon, is the frontline for all incoming calls, emails, and online messages from farmers and rural stakeholders across Wales.

We\’re looking for enthusiastic individuals to join our well‑established team at a pivotal moment in Welsh agriculture. With the launch of the Welsh Government\’s new Sustainable Farming Scheme in 2026, this is your chance to be part of a transformative journey that supports the future of farming in Wales.

As a key member of our Contact Centre, you\’ll play a vital role in providing high‑quality, efficient, and friendly support to RPW customers. If you thrive in a fast‑paced environment, enjoy problem‑solving, and want to contribute to meaningful change, we\’d love to hear from you.

Why this role matters

Welsh farming is entering an exciting new phase with the launch of the Sustainable Farming Scheme in 2026. This is your opportunity to play a key role in a transformative journey that supports sustainability, innovation, and rural prosperity.

What you will do

• Deliver exceptional customer service across calls, emails, and online queries.
• Provide clear, friendly, and efficient support to farmers and rural businesses.
• Help solve real‑world challenges that impact communities across Wales.
• Be the first point of contact for farmers and rural customers across Wales, handling calls, emails, and online messages with courtesy and efficiency.
• Work collaboratively with RPW colleagues to provide accurate, helpful support.
• Manage your own workload in a fast‑paced, target‑driven environment while keeping your manager updated.
• Use Microsoft Office tools such as Word, Outlook and Excel for daily tasks.
• Process applications and claims for RPW schemes, ensuring compliance with criteria and audit requirements.
• Validate claims by checking financial details, procurement and project outcomes.
• Respond to correspondence and follow up with customers as needed.
• Maintain accurate records using RPW systems in line with Welsh Government standards.
• Take part in training and testing to keep your knowledge and desk instructions up to date.
• Occasionally meet and support customers and stakeholders in person.

Qualifications

• Strong spoken and written Welsh is essential – ability to handle calls and correspondence in Welsh.
• Successful candidates must undergo a criminal record check.
• People working with government assets must complete baseline personnel security standard checks.

Benefits

• Competitive salary with annual pay progression; Welsh Government contributes towards a Civil Service Defined Benefit Pension scheme.
• Generous pension scheme and secure employment with the Welsh Government.
• Flexible working options, including hybrid arrangements, flexi‑time, term‑time working and job‑share options.
• Excellent annual leave entitlement plus public holidays.
• Comprehensive training and development, with opportunities to grow your career.
• Employee wellbeing support, including access to mental‑health resources and staff networks.
• Inclusive and supportive workplace culture that values diversity and collaboration.

Recruitment Principles

We recruit by merit on the basis of fair and open competition.