Team / Directorate: Customer Hub, Communications, Customer & Commercial Starting salary: £32,544 rising to £35,377 per annum through annual increments being paid each year (pro rata for part time applicants) Contract type: Permanent Work pattern: Full time 37 hours per week,(Part time, annualised hours, compressed hours or term time working considered - discussions at interview stage welcome) Interview date: To be confirmed Post number: 203849 The role To deliver a 24hr general enquiries and incident service, 365 days a year, triaging inbound calls, activating emergency procedures and ensuring accurate information is directed to the correct staff and professional partners in a timely manner. You will deliver excellent customer service and ensure all our customers have a great experience of NRW by providing front line response to all types of customer enquiries and transactions. You will work a rostered shift pattern consisting of either 8 or 12 hour shifts. Some lone working may be required. The role sits within the Customer Hub, which is a large multi-disciplinary team, and comes under the Communications, Customer and Commercial Directorate. While there are no direct line management responsibilities, the role includes mentoring team members and driving improvements in ways of working. The role reports to the Incident and Customer Enquiries Team Leader. As an organisation we support flexible working. You will be contracted to the nearest NRW office to your home and a suitable hybrid working pattern will be agreed on appointment. Any regular face to face meetings or training will be planned in advance. To make an informal enquiry about this role, please contact Sean Moore Interviews will be conducted via Microsoft Teams. Successful external applicants will be subject to a satisfactory Disclosure and Barring Service Check (DBS) check. We aim to make offers of appointment within 4 to 8 weeks of the closing date.