Team / Directorate: Customer Hub / Communications, Customer and Commercial
Starting salary: £28,932 rising to £30,955 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: Week commencing 18/08/2025
Post number: 201772 TTJ
The role
As a key member of Natural Resources Wales' Contact Centre team, you'll deliver high-quality, frontline customer service across multiple channels, including phone, email, and social media. You will manage a broad range of enquiries and transactional tasks, ensuring every customer receives a positive, professional experience.
You'll be part of a dynamic and collaborative Customer Hub, contributing to how we continually improve and shape our services. Whether it's processing registrations, responding to enquiries, or supporting internal teams, your work will help us provide a seamless and trusted service to the people of Wales.
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.
For informal enquiries, please contact
Helen Florek-Oughton at
[email protected]
Interviews will be held on
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.
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 role sits within our Customer Hub, part of the Communications, Customer and Commercial Directorate. The Directorate is at the heart of NRW's external engagement-building public trust, strengthening relationships with stakeholders, and delivering our organisational strategy.
The Customer Hub delivers a range of essential front-line services, we handle public enquiries, incident reports, data licensing, complaints, and freedom of information (FOI) requests. Our focus is on delivering accessible, responsive, and consistent services across all communication channels.
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 access requests, 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).
- 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 (fluent Welsh speaker)
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.
