FOI, Complaints & Correspondence Team Leader

The role
Are you passionate about transparency, public service, and making a real impact through effective communication? We're looking for a dynamic and experienced leader to join Natural Resources Wales (NRW) as a Team Leader within our Customer function.

In this pivotal role, you'll lead a team of seven specialists responsible for managing Access to Information (FOI, EIR, GDPR), Complaints, and a newly developing Correspondence function. You'll report directly to the Head of Customer and play a key role in shaping how NRW engages with the public and stakeholders through clear, timely, and high-quality communication.

About us
Natural Resources Wales (NRW) is the principal environmental body for Wales, responsible for maintaining and enhancing the natural environment while supporting the sustainable use of our natural resources.

This role sits within the Customer Hub, part of our wider Communications, Customer and Commercial Directorate. The directorate is responsible for how we communicate, engage, and build trust with the public, partners, and stakeholders. It plays a central role in delivering NRW's corporate strategy, particularly our commitments to transparency, customer focus, and digital transformation.

The Customer Hub provides a range of critical front-line services including managing public enquiries, FOI requests, complaints, incident reporting and data licensing. The team's priority is to deliver consistent, efficient, and high-quality customer experiences across multiple channels.