Job Description

ID 3309

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The Welsh Government operates name-free recruitment. The recruiting panel will not see personal information such as a candidate's name and address during the sifting process. This policy is in line with our commitment to end bias and promote equality and diversity.

Vacancy details

Vacancy title
Customer Contact Centre Support


Closing date
12/12/2025, 16:00


Advertising basis
Permanent
Actual starting salary
Starting salary will be at the minimum of the pay scale 27,302
Salary range or pay band
Team Support 27,302 to 29,291
Allowances
No
Work pattern
Full time (applications are welcome from people who work part time, as part of a job share or who work full time)
Group
Local Govt, Housing, Climate Change and Rural Affairs
Directorate
Rural Affairs
Branch
Customer Service
Location (s)
North Wales
Main office base
Caernarfon
Purpose of post
Are you passionate about delivering exceptional customer service and making a real difference in rural communities? The RPW Customer Contact Centre, based in the scenic town of Caernarfon, is the frontline for all incoming calls, emails, and online messages from farmers and rural stakeholders across Wales.


We're looking for enthusiastic individuals to join our well-established team at a pivotal moment in Welsh agriculture. With the launch of the Welsh Government's new Sustainable Farming Scheme in 2026, this is your chance to be part of a transformative journey that supports the future of farming in Wales.


As a key member of our Contact Centre, you'll play a vital role in providing high-quality, efficient, and friendly support to RPW customers. If you thrive in a fast-paced environment, enjoy problem-solving, and want to contribute to meaningful change, we'd love to hear from you.

Why this role matters:

Welsh farming is entering an exciting new phase with the launch of the

Sustainable Farming Scheme in 2026

. This is your opportunity to play a key role in a transformative journey that supports sustainability, innovation, and rural prosperity.

What you'll do:

Deliver exceptional customer service across calls, emails, and online queries. Provide clear, friendly, and efficient support to farmers and rural businesses. Help solve real-world challenges that impact communities across Wales.

Benefits:

Competitive salary

with annual pay progression.

Generous pension scheme

and secure employment with the Welsh Government.

Flexible working options

, including hybrid arrangements where possible.

Excellent annual leave entitlement

plus public holidays.

Comprehensive training and development

, with opportunities to grow your career.

Employee wellbeing support

, including access to mental health resources and staff networks.

Inclusive and supportive workplace culture

that values diversity and collaboration.

Flexible Working

- Hybrid arrangements, flexi-time, term-time working, and job share options support work-life balance while enabling professional growth.

If you thrive in a fast-paced environment, love problem-solving, and want to contribute to meaningful change,

we'd love to hear from you

.

Want to find out more about this exciting opportunity?

Join us for an

informative and interactive session

where you can ask questions, meet the team, and discover what makes this role so rewarding.

Online via Microsoft Teams:

1st December 2025 at 11am please contact RPW.DivisionalReturns@gov.wales to secure a place at this event.

In-person at our Caernarfon office:

4th December 2025 at 10am please contact RPW.DivisionalReturns@gov.wales to secure a place at this event.


Whether you prefer to connect virtually or face-to-face, we'd love to see you there!



Key tasks
As part of our friendly and professional team, you'll be the voice of

Rural Payments Wales (RPW)

, supporting farmers and rural businesses at a pivotal time for Welsh agriculture.

What you'll do:

Be the first point of contact

for farmers and rural customers across Wales, handling calls, emails, and online messages with courtesy and efficiency.

Work collaboratively

with RPW colleagues to provide accurate, helpful support.

Manage your own workload

in a fast-paced, target-driven environment while keeping your manager updated. Use

Microsoft Office tools

like Word, Outlook, and Excel for daily tasks.

Process applications and claims

for RPW schemes, ensuring compliance with criteria and audit requirements.

Validate claims

by checking financial details, procurement, and project outcomes. Respond to correspondence and follow up with customers as needed. Maintain accurate records using RPW systems in line with Welsh Government standards. Take part in

training and testing

to keep your knowledge and desk instructions up to date. Occasionally

meet and support customers and stakeholders

in person.

Essential Requirement:

Ability to handle calls and correspondence in

Welsh

- strong written and spoken Welsh is essential



Development opportunities
Rural Payments Wales (RPW) is the largest operational delivery team within Welsh Government, and we're proud to be at the forefront of supporting Wales' rural communities. Joining us means stepping into a fast-paced, rewarding role where your work truly matters.


This is an exciting time to come on board. You'll be part of a well-established Customer Service team during a major transformation programme that's delivering on the Programme for Government and key ministerial commitments, including the rollout of the new Sustainable Farming Scheme.


We're committed to your development. These roles offer the chance to build skills across multiple areas of the Operational Delivery Profession, especially in:

Leadership & Management

- develop your ability to lead, influence, and drive positive change.

Help & Advice

- become a trusted source of support for customers navigating complex schemes and services.


Whether you're looking to grow your career in public service or bring your experience to a team that values collaboration and continuous improvement, RPW is the place to do it.

Rural Payments Wales (RPW)

is the largest operational delivery team within Welsh Government, and we're proud to be at the forefront of supporting Wales' rural communities. When you join us, you step into a

fast-paced, rewarding role where your work truly matters

.

Why now?

This is an exciting time to come on board. You'll be part of a well-established

Customer Service team

during a major transformation programme delivering on the

Programme for Government

and key ministerial commitments - including the rollout of the

new Sustainable Farming Scheme

.


We're committed to your development and success. These roles offer the chance to build skills across multiple areas of the

Operational Delivery Profession

, including:

Leadership & Management

- develop your ability to lead, influence, and drive positive change.

Help & Advice

- become a trusted source of support for customers navigating complex schemes and services.

Operational Delivery Profession (ODP) Framework

- Welsh Government uses the ODP Professional Skills Framework to support career progression, development chats, and recruitment. This helps employees map out skills and competencies for advancement.

Structured Learning & Training

- Access to internal courses on, governance, leadership, and specialist areas. Dedicated workshops and mentoring programmes are available to enhance decision-making and strategic skills.

STEP Opportunities

- Short-term experience placements (STEP) allow staff to gain exposure to different teams and broaden skills without leaving their current role

Whether you're looking to

grow your career in public service

or bring your experience to a team that values

collaboration and continuous improvement

, RPW is the place to do it.



Other vacancy related information
We're proud to offer a

flexible hybrid working model

that supports a healthy work-life balance. However, this role is all about collaboration and connection - so you'll need to attend our

Caernarfon Office for at least 3 days each week (or if applying for a part time basis this would be equivalent to 60% of your working week).

In the event of a large number of applications, an initial sift will be conducted against the lead assessment criterion: Experience 1 . Candidates who pass the initial sift may be progressed to a full sift or progressed straight to assessment/interview.


Experience 1: This question will need to be completed in the medium of Welsh at both application and interview stage


A reserve list may be held for this opportunity. Any candidate who is successful in being offered a reserve status, will remain on the reserve list for 12 months.


In the event of two or more candidates having the same total score, the below list will determine the merit order, and which candidate will be appointed.


Weighting the criteria:


Experience 1


Experience 2


Experience 3


Experience 4


Strength



Vetting level
Basic
Number of posts
5
Contact point for further information regarding the post
RPW.DivisionalReturns@gov.wales