Incident and Customer Enquiries Officer

Team / Directorate:  Customer Hub, Communications, Customer & 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: 203849

The role

To deliver a 24hr general enquiries and incident service, 365 days a year, triaging inbound calls, activating emergency procedures and ensuring accurate information is directed to the correct staff and professional partners in a timely manner. You will deliver excellent customer service and ensure all our customers have a great experience of NRW by providing front line response to all types of customer enquiries and transactions. You will work a rostered shift pattern consisting of either 8 or 12 hour shifts. Some lone working may be required. 

The role sits within the Customer Hub, which is a large multi-disciplinary team, and comes under the Communications, Customer and Commercial Directorate.  While there are no direct line management responsibilities, the role includes mentoring team members and driving improvements in ways of working. The role reports to the Incident and Customer Enquiries Team Leader.                                                             

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 Sean Moore at sean.moore@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.

What you will do

• Respond to all types of customer enquiries which come into the organisation on a 24/7/365 basis, including incident reports, ensuring that all enquiries are triaged, recorded and proactively referred in line with agreed customer service standards and in accordance with the Incident Categorisation Guidance and timescales, using appropriate systems to manage them to an excellent standard.  Provide feedback to customers as per NRW standards of service.
• Ensure that you receive and appropriately respond to lone worker alerts, telemetry alarms, security issues and calls and emails from staff and the public in accordance with Customer Service Levels.
• Ensure all performance and standard targets are met and escalate any risks to performance to the management team.
• Assist the team in improving the quality of the services we provide to all our customers, by inputting to the development and testing of new systems and processes, raising issues for resolution and encouraging a culture of continuous improvement.
• Contribute to the management and maintenance of the Customer Teams reputation and relationships with key internal customers and external stakeholders to ensure that their needs and the needs of the environment are met. 
• Carry out a range of transactional customer activities, for example processing registrations and licences 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.
• Work flexibly as part of the Customer team and strive to develop the role, helping our organisation to become a leading provider of customer service within the public sector. 
• Identify and take part in learning and development opportunities and contribute to the continual improvement of the effectiveness of the Customer team.
• Act as a mentor to new starters and support colleagues with advice on contentious/complex issues 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.
• Required to take part in incident response activities

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 customer service and interpersonal skills with the drive to provide a first-class service to all our internal and external customers. 
2. Experience of working within a multi-channel, bilingual, high pressure customer service environment with an understanding of various Microsoft applications including Customer Relationship Management (CRM) System.
3. Be resilient and able to calmly deal with difficult customers and quickly assess and provide appropriate responses, as you may be working alone.
4. Ability to adapt to shifting priorities and customer demands, effectively adjusting your focus to address the most urgent enquiries as needed.

Welsh language level requirements

• Essential:   C1 - Proficiency level (fluent Welsh speaker)

Please note if you do not meet the A1 requirement i.e., ability to understand basic phrases and ability to pronounce Welsh names correctly, then NRW offers a variety of learning options and staff support to help you meet these minimal requirements during the course of your employment with us.

Benefits 

This role will offer a range of benefits, including:

• Civil Service Pension Scheme offering employer contributions of 28.97%
• 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

If you think you have what it takes to do this role, but don’t necessarily meet every single point on the job description, please still get in touch and we will be happy to discuss the role with you in more detail.

We’re passionate about creating a diverse workforce and positively encourage applications from under-represented communities. We embrace equality of opportunity irrespective of disability, neurodivergence, ethnic origin, colour, nationality, gender expression and gender identity, marital status, sexual orientation, culture, or religion.   We put the principles of human rights, equality, fairness, dignity and respect at the heart of our values.

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