Senedd
Customer Relations Assistant
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Welsh Speaker needed for this position - Language Level 4
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.
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Job Specific criteria:
- 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).
Welsh language criteria:
The language skills for this post have been assessed as follows:
- Listening: Understand discussions and instructions even on unfamiliar topics. (Level 4)
- Speaking: Able to speak and engage in discussion at length, confidently and without prompting. (Level 4)
- Reading: Understand correspondence, newspaper articles and reports aimed at fluent Welsh speakers. (Level 4)
- Writing: Able to write different types of texts in styles that are appropriate to the reader in mind. (Level 4)
These skills will be assessed as part of the selection process.
For further information on the Welsh language levels, please visit our website.
Mae'r swydd hon yn y tîm Cysylltiadau Cwsmeriaid, sy'n sicrhau bod ein cynulleidfa’n cael y profiad gorau posibl o'r Senedd. Mae'r tîm yn darparu gwasanaeth gwybodaeth dwyieithog a diduedd i'r cyhoedd.
Bydd deiliad y swydd yn gyfrifol am ddarparu gwasanaeth gwybodaeth proffesiynol ac effeithlon, ar-lein ac wyneb yn wyneb, ac yn darparu cymorth i'r rhai sy'n ymweld i gymryd rhan ym musnes y Senedd neu ei wylio.
Gan adrodd i Reolwr y tîm Cysylltiadau Cwsmeriaid, bydd yr ymgeisydd llwyddiannus yn gohebu â'r cyhoedd ac Aelodau o'r Senedd, ynghylch ceisiadau am wybodaeth am ymweliadau a chanfod y ffordd, agenda busnes y Senedd, digwyddiadau a chyfleoedd ymgysylltu amrywiol a drefnir gan y Senedd.
Mae'r rôl hon yn gofyn am allu i roi sylw i fanylion, a sgiliau cryf o ran cyfathrebu a gwasanaeth i gwsmeriaid. Mae'r gallu i gyfathrebu'n hyderus â phobl ar bob lefel yn hanfodol ar gyfer y rôl hon. Mae hyfforddiant a chymorth ardderchog ar gael i'ch helpu yn eich rôl.
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Y prif dasgau:
- Darparu gwasanaeth derbynfa croesawgar i ymwelwyr â'r ystâd, cysylltu â staff perthnasol y Senedd a’i Haelodau, a chefnogi mynediad i'r ystâd; gan gynnwys drwy roi pasys ymwelwyr.
- Cydweithio ag eraill yn y tîm i greu gwybodaeth a chynnwys perthnasol ar gyfer ymwelwyr, megis arddangosfeydd sy'n hysbysu'r hyn sy'n cael ei drafod.
- Cysylltu â staff Diogelwch, cynrychiolwyr Llywodraeth Cymru a staff y Senedd, er mwyn sicrhau mynediad di-dor i grwpiau ysgol, pwysigion ac urddasolion sy’n ymweld.
- Cael y wybodaeth ddiweddaraf am fusnes y Senedd, materion cyfoes a materion gwleidyddol drwy gyfryngau cymdeithasol, digidol ac ysgrifenedig.
- Hyrwyddo a threfnu ymweliadau ar ystâd y Senedd ac oddi arni. Neilltuo seddi i'r cyhoedd yn y Cyfarfod Llawn ac mewn cyfarfodydd pwyllgor, gan sicrhau bod yr holl ofynion mynediad yn cael eu hateb.
- Gweithio'n agos gyda'r tîm Ymgysylltu ag Ymwelwyr i sicrhau bod profiad yr ymwelydd yn un perthnasol, dibynadwy ac mor ymgysylltiol â phosibl.
- Ateb ymholiadau ac ymdrin â gofynion sy'n gwrthdaro a sensitifrwydd gwleidyddol wrth ddarparu'r gwasanaeth gorau posibl i gwsmeriaid. Bydd y gwaith yn gyfuniad o ateb e-byst ac ateb ymholiadau wrth y dderbynfa wyneb yn wyneb. Bydd y rôl yn cynnwys yr angen i reoli eich amser a gweithio gyda'ch rheolwr llinell i benderfynu pa ymholiadau i'w blaenoriaethu.
Penodol i'r swydd:
- Sgiliau gwasanaeth cwsmeriaid a rhyngbersonol cryf: gallu addasu eich arddull a'ch ffordd o gyflwyno i ddiwallu anghenion yr ymwelydd;
- Bod yn drefnus a thrylwyr: gallu cymryd gwybodaeth o ffynonellau amrywiol a rhoi arweiniad cryno, cyflym a pherthnasol i ymwelwyr;
- Bod yn fedrus wrth ddefnyddio cymwysiadau neu feddalwedd cyffredin, systemau rheoli cynnwys, ac yn benodol: Microsoft Office 365 (Outlook, Teams, Sharepoint, ac Excel).
Meini prawf o ran y Gymraeg:
Mae'r sgiliau ieithyddol ar gyfer y swydd hon wedi'u hasesu fel a ganlyn:
- Gwrando: Deall trafodaethau a chyfarwyddiadau hyd yn oed ar bynciau anghyfarwydd. (Lefel 4)
- **Siarad
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