Customer Hub Advisor

**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 customerservice across the organisation.

**Other information relevant to the job**:Incident Response requirements**: Required to take part in incident response activities
- Essential Knowledge and Skills
- Evaluation of Information
- Decision Making and Autonomy
- Impact
- Communications and Relationships with Others
- **Role Description**_

**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.

**You will have**:

- Excellent customer service skills with the drive to provide a first class service to all our customers.
- In-depth knowledge of the organisation and the ability to influence and inform at all levels of the organisation.
- In-depth knowledge preferably with a recognised qualification around your specialist area of work.
- 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.
- 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.
- 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.
- High level of creativity and innovation with an ability to proactively work with business area leads to improve the information available to the public.