ICT Customer Account Manager

Parliament; Cardiff; On-site; GBP 30,000 - 40,000; Full time

Job summary

An established industry player is looking for a proactive ICT Support Officer to enhance the technology experience for Members of the Senedd. This role involves delivering exceptional customer service, addressing ICT issues, and collaborating with various stakeholders to ensure seamless operations. The ideal candidate will thrive in a dynamic environment, possess excellent communication skills, and have a solid understanding of ICT systems. Join this forward-thinking organization and contribute to innovative solutions that empower legislative functions in Wales.

Benefits

Civil Service pension with employer contribution

Flexible working options

Learning and development opportunities

Inclusive workplace culture

Qualifications

• Strong communication skills to relay information clearly.
• Experience in customer-facing roles is essential.
• Excellent knowledge of ICT systems and Microsoft Office.

Responsibilities

• Provide proactive ICT support to Members of the Senedd.
• Act as an escalation point for ICT issues.
• Work with third-party providers to manage technology.

Skills

Excellent communication skills

Customer service experience

Ability to work under tight deadlines

Adaptability to changing circumstances

ICT knowledge including Microsoft Office

Job description

Cardiff

Job Summary

The Welsh Parliament uses technology in innovative ways to engage with the people of Wales and provide services for Members of the Senedd. It is an acknowledged leader in use of technology for legislative bodies.

You will be responsible for providing general ICT advice and guidance to 15 Members of the Senedd and their support staff.

You will be the main escalation point for all ICT support within your account management portfolio, helping to resolve any issues before they are referred any further to various members of the ICT team.

Working alongside the other customer account managers, you will strive to provide an excellent customer service to the Members in your account portfolio, to enable you to build a trusted relationship that will help to ensure that the ICT service meets their needs and expectations.

You will also work closely with colleagues in the ICT Service to provide input on future enhancements and developments required by the Senedd.

This role is highly customer focused, dealing with high profile users within a busy and demanding environment.

Job Description

• Provide excellent, proactive customer support to Members of the Senedd, including regular meetings with Members and support staff at Tŷ Hywel and constituency offices across Wales to discuss updates and issues.
• Provide the Members of the Senedd with an escalation point for ICT issues and queries.
• Provide ad-hoc ICT support for the Senedd’s systems (where required training will be provided).
• Provide advice and guidance to Members of the Senedd and their support staff on general ICT issues.
• Work with third-party providers to manage the technology used by Members and their support staff, working to resolve faults and issues to the benefit of users.
• Liaise with colleagues on training requirements for Members of the Senedd and their support staff.
• Provide general ICT and project support for the Commission as and when necessary.
• Provide excellent, proactive customer support to Members of the Senedd, including regular meetings with Members and support staff at Tŷ Hywel and constituency offices across Wales to discuss updates and issues.
• Provide the Members of the Senedd with an escalation point for ICT issues and queries.
• Provide ad-hoc ICT support for the Senedd’s systems (where required training will be provided).
• Provide advice and guidance to Members of the Senedd and their support staff on general ICT issues.
• Work with third-party providers to manage the technology used by Members and their support staff, working to resolve faults and issues to the benefit of users.
• Liaise with colleagues on training requirements for Members of the Senedd and their support staff.
• Provide general ICT and project support for the Commission as and when necessary.
  
  

Person specification

Essential Criteria

• Excellent communication skills to be able to relay information to various audiences in a clear, concise and jargon free way
• Experience of working in a customer facing role
• The ability to work quickly and effectively to tight and competing deadlines, prioritising workloads.
• Ability to adapt to changing and challenging circumstances.
• Excellent working knowledge of ICT, including Microsoft Office products.
  
  

Desirable criteria

The following qualities are not essential for this particular post but have been deemed as desirable.

These will only be taken into account in the event of two (or more) candidates acquiring the same score at either application or interview stage.

• ITIL foundation Version 4.
  
  

Alongside your salary of £30,870, Welsh Parliament contributes £8,943 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• 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%
  
  

Selection process details

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

Closing Date for applications: 8th May 2025.

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 on: 21st or 22nd May 2025.

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

Security

Successful candidates must undergo a criminal record check.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security 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.

Successful candidates must undergo a criminal record check.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security 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

This Job Is Broadly Open To The Following Groups

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
  
  

Further information on nationality requirements (opens in a new window)

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.

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 the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

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 : AnnMarie Fray
• Email : [e-mail]
• Telephone : [phone]
  
  

Recruitment team

• Email : [e-mail]
  
  

Further information

https://senedd.wales/work-opportunities/