• Manage telephone queries within agreed targets, providing clients, colleagues, and external customers with accurate resolutions.
• Hand off more complex problems to the appropriate support resource with accurate information within agreed
timescales.
• Achieve individual performance targets and objectives.

Key Responsibilities:
• Provide exceptional customer service, by using excellent listening and communication skills.
• Answer telephone enquiries and access computer records for information, demonstrating proficiency with PCs, keyboards, and telephone headsets.
• Address customer inquiries and issues by following the appropriate call handling procedures, seeking mentorship for intricate problems if required.
• Maintain up-to-date call and problem records in our service management/call handling system.
• Conduct problem resolution and root cause analysis for first-level calls, communicating status or resolution to the customer as required.
• Achieve individual performance targets and objectives.
• Provide support to your Customer Contact and Support Services Team Leader.
• Participate in a team-based culture which identifies, communicates, and addresses customers' needs and contributes to cross-team activities.

The Service and Support Desk is open from 8.00am to 6.00pm, Monday to Friday. You will be part of a rota system to ensure adequate coverage.

Person specification
• Keen to learn and hardworking, with a strong dedication to providing outstanding service to our customers.
• Friendly and welcoming, with an encouraging team attitude that fosters a collaborative work environment.
• Demonstrates a strong commitment to following processes and procedures, while also maintaining a flexible approach and a proactive demeanour toward expanding work-related skills and knowledge.
• Ability to remain positive and calm even during busy periods.
• Contributing constructive ideas in processes and procedures that will enhance the service.

Essential Criteria
• Excellent communication and interpersonal skills, allowing you to connect with customers and colleagues effectively.
• Good customer service awareness and a confident, cheerful telephone manner.
• Experience of working in a call handling environment, delivering quality customer service.
• Strong ability to work confidently as part of a team.

Desirable Criteria
• Knowledge of SAP and Agresso ABW systems, providing an added advantage in this role.

Behaviours

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Working Together
• Communicating and Influencing

Benefits

Alongside your salary of £26,770, HM Revenue and Customs contributes £7,755 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.

We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.

• Pension - We make contributions to our colleagues' Alpha pension equal to at least 28.97% of their salary.
• Family friendly policies.
• Personal support.
• Coaching and development.

To find out more about HMRC benefits and find out what it's really like to work for HMRC hear from our insiders or visit Thinking of joining the Civil Service

Things you need to know

Selection process details
This vacancy is using Success Profiles (opens in a new window) , and will assess your Behaviours, Strengths and Experience.

How to Apply

As part of the application process, you will be asked to provide the following:

• A name-blind CV including your job history and previous experiences. Your CV should cover your job history and will be scored against the roles and responsibilities outlined in the advert.
• A 500-word Personal Statement. Your Personal Statement should be used to describe how your skills and experience would be suitable for the advertised role, making reference to the essential criteria and Person Specification outlined in the advert.
• Separate 250-word statements addressing the specified behaviours.
• Please complete a separate statement (Max 250 words) for the Desirable Criteria where applicable. This is not essential for the role but may be considered by the vacancy-holder where candidates have the same scores at sift or interview.

Further details around what this will entail are listed on the application form.

We acknowledge that AI can assist you in your application. Find our guidelines here.

Sift

In the event of a large number of applications being received, an initial sift may be held on Personal Statement.

At full sift all behaviour statements, your CV and your Personal Statement will be assessed, with the successful candidates being invited to interview.

We may also raise the score required at any stage of the process if we receive a high number of applications.

Interview

During the panel interview, you will be asked behaviour-based questions to explore in detail what you are capable of and you will be asked strength-based questions to also explore what you enjoy and your motivations relevant to the job role.

This is an example of a strengths-based question:

"It is often said that the customer's needs should come first. To what extent do you agree or disagree with this statement?"

There is no expectation or requirement for you to prepare for the strengths-based questions in advance of the interview, though you may find it helpful to spend some time reflecting on what you enjoy doing and what you do well.

Interviews will take place face to face. Sift and interview dates to be confirmed.

Eligibility

Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than two working days(Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you. If you do make a mistake with your eligibility form, please contact us via:

unitybusinessservicesrecruitmentresults@hmrc.gov.uk - Use the subject line to insert appropriate wording for example - 'Please re-open my application - [insert vacancy ref] & vacancy closing date [insert date]'.

To check that you are eligible to apply for this role, please review the eligibility information before submitting your application .

This role is not eligible for 'skilled worker' sponsorship .

The Home Office has specific rules around eligibility for sponsorship, including a minimum salary requirement of £38,700. In some cases, the minimum can be reduced to £30,960 (via 'tradable points') but this role pays below both amounts, and therefore is not eligible.

Reserve List

A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles - if this applies to you, we'll let you know via your Civil Service Jobs account.

Merit List

After interview, a single merit list will be created, and appointments will be made in strict merit order until the set demand is filled. If successful, you will be informed when we reach your position on the merit list.

Criminal Record Check

Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.

Reasonable Adjustments

We want to make sure no one is put at a disadvantage during our recruitment process. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.

If you need a change to be made so that you can make your application, you should:

• Contact the UBS Recruitment team via unitybusinessservicesrecruitmentresults@hmrc.gov.uk as soon as possible before the closing date to discuss your needs.

Complete the "Assistance required" section in the "Additional requirements" page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you're deaf, a Language Service Professional.

Important information for existing HMRC contractual homeworkers

This role may be suitable for existing HMRC employees who are contractual homeworkers. Occasional attendance to the office will be required where there is a business need. Please consider the advertised office locations for this role when applying and only select locations from the 'location preferences' section that you can travel to.

Additional Information

We are looking into ways to enhance the applicant experience.

As part of our legitimate interests, we are testing the use of new technologies such as automation and/or Artificial Intelligence in the assessment for CV, personal statement and behaviour statement.

Please note that for this specific vacancy, this testing may run in parallel with our standard assessment process and will not influence or determine the outcome of your application in any way. You can read the Civil Service Jobs and HMRC Privacy Notices for more information about our lawful basis for processing your personal data and HMRC's use of AI.

If you don't want your data to be used as part of the trial, please send your Application ID and the Vacancy Reference to talentacquisitionaiteam@hmrc.gov.uk

Terms and Conditions

Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement, this will be tested as part of the selection process.

HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations .

The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences.

Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application(s) will be withdrawn from the process.

Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations.

Questions relating to an individual application must be emailed as detailed later in this advert.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant's details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

New entrants will join on the minimum of the pay band.

Please note that, if you are applying for roles on a part-time basis, the salary agreed will be pro-rata, reflective of the working hours agreed within your contract.

If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

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

Security
Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

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 also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

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) .

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.

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 : Rhian Williams
• Email : lynwen.williams@hmrc.gov.uk

Recruitment team

• Email : unitybusinessservicesrecruitmentresults@hmrc.gov.uk

Further information
Appointment to the Civil Service is governed by the Civil Service Commission's Recruitment Principles. You have the right to complain if you feel there has been a breach of the Recruitment Principles.

In the first instance, you should raise the matter directly via ubsrecruitmentcomplaints@hmrc.gov.uk. If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their website.

Attachments
UPDATED - Combined TC and OGD Pay English - July 2024 Opens in new window (docx, 132kB) Telerau ac Amodau, a Chyflog Adrannau Eraill o'r Llywodraeth - Cymraeg - Gorffennaf 2024 1 Opens in new window (docx, 117kB)