Public Information Manager - Cardiff, United Kingdom - UK Civil Service

Description

Job summary

We are recruiting a Public Information Manager within the Public Information team. The role will work with our colleagues across the Senedd to deliver a seamless customer journey across all our services. We are currently aligning the Public Information teams work with other public facing teams ensuring consistent messaging across all touch points.

This is an excellent opportunity to gain experience in leading a small team during a time of change as we digitalise our service, improve our ICT and business systems to enhance customer engagement opportunities and services.

Reporting to the Public Information and North Wales Office Manager, the successful candidate will be one of three, managing a small team to deliver the day-to-day operations and lead on service improvements highlighted in the team�s strategy and our corporate

The Public Information team provides a bilingual, impartial information service to raise the public�s understanding and interest in the work of the Senedd. This post will work closely with other managers within the Public Information team who manage customer service and engagement bookings.

This role requires a good eye for detail, knowledge management experience, the ability to prioritise resources and to demonstrate flexibility when dealing with conflicting priorities and political sensitivities.

You will have strong research, communication, ICT, political awareness, customer service and team building skills.

Location
This role will be agile, with a mixture of office and home working. You will be provided with the support and equipment you�ll need to work from home. There will be a requirement to attend the office in Ty Hywel, Cardiff Bay 3 days per week (Tues-Thurs).

Pattern of Working
This is a full-time post although flexible working arrangements will be considered, subject to meeting the needs of the Senedd and its Members. There is a rota system in place for the contact centre from 8:20-17:30 Monday to Thursday 8:20 � 17:00 Friday and Recess. Contact centre is a shared responsibility with the wider customer service team.

Welsh language criteria - Level 4
- Listening: Understand discussions and instructions even on unfamiliar topics.�
- Speaking: Able to speak and engage in discussion at length, confidently and without prompting.�
- Reading: Understand correspondence, newspaper articles and reports aimed at fluent Welsh speakers.�
- Writing: Able to write different types of texts in styles that are appropriate to the reader in mind.�

These skills will be assessed as part of the selection process.�

Job description

Core Responsibilities:�

Managing a team

� � �Be responsible for leading and managing a small team with a varied role, ensuring that all aspects of the service are delivered and rotas are managed accordingly. �
� � �Guide and advise the team in their communication with customers across all of the teams services, give direction on different response levels and co-ordinate complex queries.�
� � �Actively monitor the team�s workload and output, and coach staff to deliver a high quality, consistent service.

Public Information and Customer Service

� � �Provide a value-added service to our internal and external customers, exceeding our customers� expectations.�
� � �Actively seek and monitor internal and external sources of information, to ensure the team have a good overview of current issues and that queries are dealt with effectively.�
� � �Able to highlight politically sensitive or sensitive enquiries, liaising with colleagues across the Senedd for guidance where appropriate.�
� � �Able to navigate and advise on our complaints processes and monitor and respond to service feedback.
� � �Engage the public in Senedd activities, Senedd business and published content.
� � �Develop content ensuring all information is conforming to the Senedd�s branding, tone of voice, knowledge management principles and governance.�

Learning and Development

� � �Assist in the development of the service in line with the Communications and Engagement Strategy which will include digitalisation of the services.
� � �Plan training and development activities to ensure the team receive up to date training to further develop knowledge, skills and expertise. �
� � �Occasionally travel within Wales to attend various meetings, seek service improvements, and take part in development opportunities.

Person specification

Job Specific criteria:

1. � �Strong interpersonal skills, with a commitment to delivering excellence in customer service.
2. � �Experience of managing and delivering an information, or front-line public service.
3. � �Ability to research, understand �and communicate information to others effectively; adapting your style and delivery to meet business needs.
4. � �Experience of knowledge management or managing information systems.

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.�

Benefits