Job Purpose: You will be a senior member of the Customer Management Team for NRW.  You will be the specialist for a specific area of work, either complaints and commendations, access to information or complex requests for information, but also required to provide resilience to the other functions. You will also support the development of the customer hub and advancement of NRW as an exemplar of customer service. Key Job Accountabilities: You will: Handle all complex customer workload on behalf of the business, to include Complaints Stage 1, 2 and Ombudsman, Access to Information Appeals and escalations, complex data licensing and Enquiries You will be responsible for ensuring that NRW meets its legal requirements under various legislation and adheres to NRW's Complaints policy and