Customer Hub Communications and Engagement Officer

Customer Hub Communications and Engagement Officer

• Location: Cardiff or other NRW offices considered
• Grade & Salary: 5 , £29,243.00
• Post number: 202260
• Type of contract: Fixed term until 31 March 2021
• Work pattern: Full Time (37 Hours)

Closing date: 15 September 2019

Role Purpose

To develop and deliver effective integrated communications to support the transformation of the Customer Contact Centre into the Customer Hub. To promote the Customer Strategy and programme to build and protect our reputation and brand. To proactively engage with individuals and teams across NRW to gather insights which will be used to shape and deliver high-quality and creative content across all channels, as benefits target audiences. To deliver essential Comms services such as media relations, digital, social media, internal Comms, video production, branding and design, comms planning and evaluation, content creation.

• Produce high-quality, engaging and effective content to promote and progress the transformation of the Customer Hub Project and the Customer Strategy.
• Deliver integrated COMM’s across all channels, with an audience/customer focus, working with internal staff and Directorates, or as a campaign officer working with heads of business. The role will be fluid and could change depending on priorities throughout the year.
• Contribute to development of creative campaigns and COMM’s plans based on our user insights from multiple channels.
• Lead, manage and contribute to projects, using matrix management and working with dispersed project teams drawn from across Directorates and wider organisation
• Build relationships internally and externally to ensure engagement and better working relationships in line with the NRW Customer Strategy.
• Proactively gather and apply a range of insight to inform your Comms and engagement approaches.
• Provide advice to the Customer hub manager, and wider business in order to protect and promote the Customer strategy and our reputation and brand, either autonomously or with support from senior management when required.
• Be alert to reputational risks and escalate as appropriate.

Qualifications and Skills

1. Some experience of working in a professional communications team of PR agency (@ account executive level).

2. Good level of skill across all Comms disciplines and channels.

3. Member of relevant professional body and visible commitment to your own CPD (or be prepared to join).

4. Good understanding of NRW's remit, roles, policies and priorities in order to be able to drive effective customer related communications campaigns in support of these.

5. Able to make sound judgement calls.

For more information, please visit our website.