Customer Relations Assistant

480673

£26,690 - £30,503

Please note, the starting salary will normally be offered at the minimum of the band.

A Civil Service Pension with an employer contribution of 28.97%

Temporary

This role is temporary and expected to last until September 2027.

WP - Communications

Other

Full-time

1

Cardiff

This post sits within the Customer Relations Team, which ensures our audience have the best possible experience of the Senedd. The team provides a bilingual and impartial information service to the public.

The post holder will be responsible for providing a professional and efficient information service, online and in person, and provide support for those visiting to attend and view Senedd business.

Reporting to the Customer Relations Team Manager, the successful candidate will be corresponding with the public and Members of the Senedd, relating to requests for information on visiting and wayfinding, the agenda of Senedd business, events, and varied engagement opportunities arranged by the Senedd.

This role requires a good eye for detail, strong communication and customer service skills. The ability to communicate confidently with people at all levels is essential for this role. There is excellent training and support available to help you in your role.

Key tasks:

• Provide a welcoming reception service to visitors on the estate, contact the relevant Senedd staff and Members, and support access to the estate; including issuing visitor passes.
• Collaborating with others in the team to create relevant information and content for visitors, such as displays that inform about what is being debated.
• Liaise with Security staff, Welsh Government representatives and Senedd staff, to ensure a seamless entry for School Groups, VIPs and visiting dignitaries.
• Actively keep up to date with Senedd business, current affairs, and political issues via social, digital, and written media.
• Promote and book visits on and off the Senedd estate. Book public attendance to Plenary and Committee meetings ensuring all access requirements are met.
• Work closely with Visitor Engagement to make the visitor experience relevant, trusted, and as engaging as possible.
• Answer enquiries and deal with conflicting requirements and political sensitivities whilst providing the best possible customer service. There will be a mix of replying to emails and inquiries at the reception desk in person. The role will include the need to manage your time and working with your line manager to decide which inquiry to prioritise.

• Strong customer service and interpersonal skills: to be able to adapt your style and delivery to meet the visitor?s need;
• To be organised and thorough: to be able to take information from various sources and provide concise, quick, and relevant guidance to visitors;
• To be proficient in using common applications or software, content management systems, and specifically: Microsoft Office 365 (Outlook, Teams, Sharepoint, and Excel).

Alongside your salary of £26,690, Welsh Parliament contributes £7,732 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides .

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.

Successful candidates will be expected to have a medical.

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy .

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Job contact :

• Name : tirion.hope.brown@senedd.wales
• Email : Tirion.HopeBrown@senedd.wales
• Telephone : 0300 200 6258

Recruitment team

• Email : jobs@senedd.wales