Engagement Bookings Manager - Temporary

Welsh Parliament

Hybrid

Expires: Expiring in less than 2 weeks

Customer Service

Full time

£32,028 - £37,076 per year

Job summary

We are recruiting a temporary Bookings Manager within the Customer Service team. You will work with our colleagues across the Senedd to deliver a seamless customer journey across all of our engagement services, ensuring clear communication across all touch points as we align the work of our public-facing teams

This is an excellent opportunity to gain experience in leading a small team during a time of change as we introduce a bespoke Customer Relationship Management System and bookings application to enhance customer engagement opportunities and services.

You will help develop and manage business systems to enable the team to gather customer information to book an activity and communicate the bookings to our internal stakeholders to maximise engagement opportunities.

This role requires a good eye for detail, to be able to develop clear processes, the ability to prioritise resources and ability to demonstrate flexibility when dealing with conflicting priorities and political sensitivities.

For more information, please view the job description.

Job description

Key tasks:
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 team's 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.

Information and Customer Service

Provide a value-added service to our internal and external customers, exceeding our customers’ expectations.
Manage the booking, communication systems and administration processes for public engagement opportunities. These include group and educational visits to the Senedd, Public Gallery seats, visits out to schools and the community and virtually using online platforms.
Set up and manage invitation and RSVPs system for high profile events.
Manage the administration and monitoring of the travel subsidy for educational visits.
Gather and monitor feedback for services across the engagement services.
Explore marketing opportunities, develop on-line content for our website and social media accounts.
Develop content ensuring all information is conforming to the Senedd’s branding, tone of voice, knowledge management principles, the Official Languages Scheme and governance

Learning and Development

Assist in the development of the service in line with the Communications and Engagement Strategy, which will include further digitalisation of the services, through an introduction of a bespoke Customer Relationship Management System and a Bookings application..
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:

A commitment to delivering excellent customer service.
Previous experience of managing and delivering a public front line service.
Ability to understand and communicate information and/or processes to others.
Experience in using a knowledge management or managing information system.

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.

Benefits

Alongside your salary of £32,028, Welsh Parliament contributes £9,278 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

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%

Things you need to know

Artificial intelligence

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 (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

Candidates are required to complete an application form through our recruitment portal addressing the job specific and desirable criteria.

Your application must be submitted before midnight on the closing date.

You will be updated on your progress via the email address you first register with. Please check your Junk Mail and Spam folders to make sure you don’t miss any future correspondence.

Interviews will be held online, using Microsoft Teams.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a basic (or equivalent) criminal record check.Successful candidates must meet the security requirements before they can be appointed. The level of security needed is counter-terrorist check (opens in a new window).

See our vetting charter (opens in a new window).People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Medical

Successful candidates will be expected to have a medical.

Nationality requirements

Open to UK nationals only.

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

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

Apply and further information

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

Contact point for applicants

Job contact :

Name : Bethan Jones
Email : bethan.jones@senedd.wales
Telephone : 0300 200 6575

Salary range

£32,028 - £37,076 per year