Customer Hub Advisor x 2

Team / Directorate: Customer Hub / Communications, Customer and Commercial

Starting salary:  £32,544 rising to £35,377 per annum through annual increments being paid each year (pro rata for part time applicants)

Contract type: Permanent

Work pattern: Full time, 37 hours per week (Part time, annualised hours, compressed hours or term time working considered - discussions at interview stage welcome)

Interview date: To be confirmed

Post number: 201769, 203957

The role

Are you passionate about delivering excellent customer service and making a meaningful impact through your work? 

Join Natural Resources Wales (NRW) as a key member of our Customer Hub, where your expertise will help shape how we engage with the public and stakeholders across Wales.

As a Customer Hub Advisor you will specialise in one of our core service areas —  data licensing, freedom of information (FOI) requests, or general enquiries. As a subject matter expert, you’ll provide accurate, timely, and thoughtful responses to complex queries, supporting NRW’s commitment to transparency, accessibility, and excellence in public service.

You’ll also play an active role in shaping and improving our customer experience through the development of online services and internal systems.

While there is no direct line management responsibility, you will be expected to mentor and support other team members, helping to foster a culture of continuous improvement and professional development.

This is an exciting opportunity to use your specialist knowledge to make a real difference — both to the public and the environment we serve.

As an organisation we support flexible working. You will be contracted to the nearest NRW office to your home 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 Helen Florek-Oughton at helen.florek-oughton@cyfoethnaturiolcymru.gov.uk

Interviews will be conducted via Microsoft Teams.

Successful external applicants will be subject to a satisfactory Disclosure and Barring Service Check (DBS) check. We aim to make offers of appointment within 4 to 8 weeks of the closing date.

About us

Natural Resources Wales (NRW) is the principal environmental body for Wales, responsible for safeguarding, maintaining, and enhancing the natural environment, while supporting the sustainable use of our natural resources for the benefit of current and future generations.

This position is based within the Customer Hub, which forms part of our Communications, Customer and Commercial Directorate. The Directorate leads NRW’s external engagement and is instrumental in building public trust, strengthening stakeholder relationships, and supporting the delivery of our corporate strategy. In particular, it plays a central role in advancing our commitments to transparency, customer focus, and digital transformation.

The Customer Hub delivers a range of essential front-line services, including the management of public enquiries, freedom of information (FOI) requests, complaints, incident reporting, and data licensing. The team’s focus is on delivering a consistently high-quality, responsive, and accessible customer experience across multiple communication channels.

 

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).
• 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.

1. Excellent communication and interpersonal skills enabling you to effectively and persuasively communicate with all our internal and external customers.
2. Knowledge of various legislation we are bound by and a working knowledge of NRW's charging and data licensing policy.
3. Knowledge of the principles when handling personal data and security policy when handling financial information.
4. Experience of working within a multi-channel Customer Management Team with an understanding of various Microsoft applications including Customer Relationship Management (CRM) System.
5. Ability to adapt to changing priorities and customer demand when necessary and work with others to develop customer improvements.

 

Welsh language level requirements

Essential: C1 - Proficiency level (fluent Welsh speaker) previous Level 4

 

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.

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. 

Apply for this role

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