Customer Relations Assistant

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.

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)

Details of the application process:

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

Closing date for applications:

23 September 2026.

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.

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