Customer Hub Advisor x 2

Closing date: 24 May 2022 | Salary: £31,490-£34,902 | Location: Flexible

Despite the current situation with regards COVID19 - recruitment is still progressing and interviews will be undertaken by Skype

Job Summary

Job Title

Customer Hub Advisor

Post Number

201779 & 201777


5, £31,490 rising to £34,902 over three years




Communication, Customer & Commercial


Customer Hub

Reports to

Miriam Jones - Team Leader, Customer Management (FOI & Complaints)

Direct Reports


Welsh Language requirements

Essential: Level 4 - Fluent in spoken Welsh

Contract type


Work pattern

Full time – 37 hours per week


Application Information

Application closing date

24 May 2022

Interview to take place on and where

To be carried over Microsoft Teams

To apply send your completed application form to

If you have any queries, contact

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.

Other information relevant to the job:

Incident Response requirements: Required to take part in incident response activities

Applying for this post

The following categories will be used to assess the quality of applications both at sift and interview. Please read the whole of the Role Description to ascertain at what level this information needs to be presented.

  • Essential Knowledge and Skills
  • Evaluation of Information
  • Decision Making and Autonomy
  • Impact
  • Communications and Relationships with Others

Before applying for this role please read the candidate guidance


Essential Knowledge and Skills

  • The post holder will have a range of technical, specialist knowledge and skills gained through previous experience.
  • Provide professional/technical/specialist advice to others on their subject area.
  • Good communication, literacy, numeracy and IT skills, with ability to organise and manage their own workload.

Evaluation of Information

  • Ability to analyse and interpret range of data and information. Provide guidance and advice to others on technical/specialist matters.
  • Produce/draft documentation constructed from a variety of technical/specialist sources which may require some degree of originality.

Decision Making and Autonomy Requirements

  • Guided by expected results, be able to decide how best to achieve these, within defined parameters. Guidance may be provided by others but there will likely be a need for some degree of judgment or creativity based on their technical knowledge and/or specialist skills.
  • Problem solving and decision making using technical/specialist insight to investigate and analyse, producing range of solutions although typically there will be a limited range of options with known solutions.
  • Adaptable, able to manage workflow and take responsibility for the management of small, less complex projects.


  • Based on specialist/technical advice to others, they will have moderate effect on the business, with short to medium impact. The consequences of taking incorrect action/decisions will be moderate to high which will likely need to be addressed to avoid longer term impact.

Communication and Relationships with Others

  • Communication across a range of NRW functions, external contacts and third parties. Provide advice and guidance to individuals who are not familiar with the technical/specialist discipline. This will require ability to translate and present technical/specialist information in a way that others can understand.
  • Well-developed skills to develop and sustain good working relationships/networks which are likely to be on-going and involve a degree of influencing.


Role Description

Key Job Accountabilities:

You will:

  • Handle all complex customer workload on behalf of the business, to include Complaints Stage 1, 2 and Ombudsman, Access to Information Appeals and escalations, complex data licensing and Enquiries.
  • You will be responsible for ensuring that NRW meets its legal requirements under various legislation and adheres to NRW's Complaints policy and Customer Service Standards.
  • Deliver excellent customer service and participate in continuous improvement projects to ensure all our customers have a great experience with NRW through the development of the Customer Hub.
  • Be responsible for a particular customer specialism ensuring compliance against activities and delegating and monitoring casework as appropriate.
  • Supervisory role with no direct line management, but responsibility over the standards and completion of workload across the team.
  • Provide performance management data and highlighting compliance and standard issues to Team Leaders.
  • Provide resilience to the other specialist team members.
  • Contribute to the strategic development of the Complaints and Requests for Information function within NRW and assist with the implementation and improvement of systems required under current Legislation, and as part of developing the customer hub.
    Support colleagues with advice on contentious/complex requests working together to provide a customer focussed response.
  • Work with the SIRO support officer to ensure continuing business compliance with GDPR.
  • Work flexibly as part of the Customer Hub and strive to develop the role, helping our organisation to become a leading provider of customer service within the public sector.
  • 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.
  • Take an active role in relevant professional and networking events and contribute to discussions at internal and external governance meetings.

Key Job Qualifications or Knowledge:

You will have:

  1. Excellent customer service skills with the drive to provide a first class service to all our customers.
  2. In-depth knowledge of the organisation and the ability to influence and inform at all levels of the organisation.
  3. In-depth knowledge preferably with a recognised qualification around your specialist area of work.
  4. Excellent working knowledge of various legislation we are bound by and NRW's Complaints and Commendations and charging and data licensing policy, with the ability to interpret legislation and develop policies.
  5. 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.
  6. 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.
  7. High level of creativity and innovation with an ability to proactively work with business area leads to improve the information available to the public.


Natural Resources Wales embraces diversity and promotes equal opportunity. We recruit by merit on the basis of fair and open competition. We welcome and encourage applications from groups currently underrepresented including women, black and ethnic minority groups and people with a disability and we have a guaranteed interview scheme for candidates with disabilities who meet the minimum selection criteria.

We are an employer of choice because we put the principles of human rights, equality, fairness, dignity and respect at the heart of our values.

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