Advisor for a Customer Hub

Aelod tîm, Rheoli Cwsmeriaid

Lleoliad: Hyblyg

Gradd a Chyflog: G5, £31,490 gan godi i £34,902 dros dair blynedd

• Rhif y swydd: 201779 & 201777
• Math o gontract: Parhaol
• Patrwm gwaith: 37 awr yr wythnos

Dyddiad cau: 24 Mai 2022

Buddion: Pensiwn y Gwasanaeth Sifil, 28 diwrnod o wyliau blynyddol, gan godi i 33 diwrnod dros 5 mlynedd, opsiynau gweithio hyblyg, iechyd galwedigaethol gan gynnwys gwasanaethau cwnsela a chynghori a gofal llygaid, talebau gofal plant a chynlluniau aberthu cyflog.

Diben y Rôl

Mae cyfle cyffrous wedi codi i weithio fel Uwch Gynghorydd o fewn Hwb Cwsmeriaid CNC. Byddwch yn gweithredu fel arbenigwr mewn swyddogaeth benodol, a fydd yn cynnwys naill ai ceisiadau Rhyddid Gwybodaeth, Cwynion neu geisiadau cymhleth am wybodaeth gan gwsmeriaid, gan weithredu fel cyswllt a chynghori’r busnes i sicrhau ein bod yn cydymffurfio gyda deddfwriaeth ac yn darparu gwasanaeth cwsmer o’r radd flaenaf. Byddwch hefyd yn cefnogi datblygiad yr Hwb Cwsmeriaid ac yn bod yn rhagweithiol wrth gynghori gweddill y busnes i sicrhau’r lefel uchaf o wasanaeth cwsmer ar draws y sefydliad. Cymwysterau a Sgiliau

1. Sgiliau gofal cwsmer ardderchog ynghyd â'r cymhelliant i ddarparu gwasanaeth o'r radd flaenaf i'n holl gwsmeriaid.
2. Gwybodaeth drylwyr o'r sefydliad a'r gallu i ddylanwadu a chyfarwyddo ar draws holl lefelau'r sefydliad.
3. Gwybodaeth drylwyr a gorau oll os oes gennych gymhwyster cydnabyddedig yn gysylltiedig â'ch maes gwaith arbenigol.
4. Gwybodaeth ymarferol ardderchog o ddeddfwriaethau amrywiol yr ydym wedi ein cyfyngu ganddynt a pholisi cwynion a chanmoliaeth a pholisi taliadau a thrwyddedu data CNC, ynghyd â'r gallu i ddehongli deddfwriaeth a datblygu polisïau.
5. Sgiliau trefnu cadarn ynghyd â'r gallu i reoli eich llwyth gwaith eich hun a monitro llwyth gwaith eraill, gweithio yn ôl amserlenni caeth, ac addasu i flaenoriaethau sy'n newid yn ôl yr angen.
6. Profiad o ddatblygu cydberthnasau gwaith cadarn gyda chydweithwyr mewnol, gan gyfathrebu syniadau yn glir ac mewn ffordd sy'n llawn perswâd, ynghyd â'r gallu i gyflwyno dadleuon grymus i drafod a dylanwadu ar ganlyniadau boddhaol.
7. Lefel uchel o greadigrwydd ac arloesedd ynghyd â'r gallu i weithio'n rhagweithiol gydag arweinwyr maes busnes i wella'r wybodaeth sydd ar gael i'r cyhoedd.

Ewch i’n gwefan i wneud cais

Advisor, Customer Hub

Location: Flexible

• Grade & Salary: G5, £31,490 rising to £34,902 over three years
• Post number: 201779 & 201777
• Type of contract: Permanent
• Work pattern: Full Time

Closing date: 24 May 2022

Benefits: Civil Service pension, 28 days annual leave, rising to 33 days over 5 years, flexible working options, occupational health including counselling and advisory services and eye care, childcare vouchers and salary sacrifice schemes.

Role Purpose

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.

Qualifications and Skills

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.

Please visit our website to apply