Lead Specialist Advisor, Customer Engagement

Cardiff, Cardiff (Caerdydd)
Grade & Salary: 7, £36,867.00
29 Aug 2019
15 Sep 2019
Contract Type
Full Time

Lead Specialist Advisor, Customer Engagement

  • Location: Cardiff, other NRW offices considered
  • Grade & Salary: 7, £36,867.00
  • Post number: 202262
  • 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 the Customer Involvement Forum project within NRW’s Customer programme. To lead the development and implementation of NRW’s Customer Strategy on Engagement. To provide specialist advice and guidance on all elements of engagement and involvement. To develop NRW’s future model of Engagement in line with  SMNR, Welsh Government and partner organisations. To commission and evaluate evidence related to community engagement and resilience.

The post holder will:

• Provide the lead technical and specialist advice and guidance, internally and externally, to support the development and maintenance of community engagement and resilience services;

• Lead the engagement with NRW staff, and managers and external stakeholders to inform, influence, shape and communicate the direction of customer engagement across Wales;

• Manage community engagement and customer and stakeholder relationships and work in collaboration with others, internally and externally, to secure, maintain and develop the framework proposal;

• Engage with partners and stakeholders at national (Wales) and UK levels so that delivery of customer engagement in Wales is integrated with others’ public engagement;

• Lead the development of tools, publications and templates to enable effective delivery of customer engagement as well as national campaigns for the public and stakeholders;

• Lead, manage and contribute to projects, using matrix management and working with dispersed project teams and engagement specialist drawn from across Directorates and/or organisations;

- Monitor and control financial and non-financial resources to deliver work to required budgets, timescales and quality whilst managing risks effectively;

• Report on the performance of the Customer Involvement Forum Project;

• Organise the commissioning, monitoring and evaluation of evidence, including R&D outputs, to inform policy and strategy related to customer engagement;

• Coach and mentor staff within the team and business on engagement and co-production.

Qualifications and Skills

  • Relevant degree or equivalent technical knowledge and understanding gained from career experience relevant to the role.
  • Substantial experience in all engagement and techniques marketing, communications (including preparation of publications and campaign materials).
  • Ability to present complex information and summarise key business issues in a clear understandable form to senior managers and external stakeholders.
  • Budget and project management skills suitable for managing, or making a significant contribution to, projects involving the use of specialist contractors.
  • Experience of influencing strategies, development plans and work programmes of internal and external stakeholders, for example operational teams, professional partners, Government and the voluntary sector.
  • Able to demonstrate a personal mindset of continuous improvement and customer care.
  • Strong interpersonal skills, including experience of establishing and maintaining strong networks across teams;
  • Persuasive and compelling presentation skills with an ability to be passionate advocate of your portfolio.
  • Facilitation skills including planning and delivering stakeholder events/workshops.
  • Able to work independently, demonstrating innovation, initiative and an ability to develop, or be receptive to, new ideas and creative solutions.

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