You will be highly visible to our customers, carrying out regular building inspections, talking to customers (building users) and effectively communicating and resolving their queries. The post holder will need to deliver in all aspects of this key role, including;

• Managing the Estates Team communication platforms, including Mailbox, Viva Engage, and face to face.
• Reviewing and updating the building A-Z and Building Directory to ensure it is maintained with accurate building information.
• Carry out building inductions for new starters to the Government Hub.
• Plan and carry out regular building inspections, reporting identified issues and ensuring Risk Assessments are in place.
• Secretariat for the Building House Committee, Health and Safety Committee and Team Meetings.
• Implementing and managing building policies and processes including lockers, cycle spaces and car parking spaces.
• Collate customer feedback and Level 2 complaints.
• Provide a local interface with hard and soft FM suppliers, escalating customer feedback as necessary.
• Support the monitoring of suppliers KPI's.
• Visitor and delivery co-ordination lead for reception and security.
• Managing Teams / SharePoint sites and implementing / managing standardised filing system for the team.
• Support in tracking Fire Risk Assessment / Building Risk Assessment actions and other Statutory Requirement assurance checks.
• Procurement of stationery, health and safety stock and other misc items.
• Support the wider Workplace Operations team, and carry out other tasks to contribute towards the day to day running of the Estate as directed by the Senior Building Manager or Head of Estate.

Person specification

You'll develop expert knowledge and practical skills, delivered through high quality interactive learning, online assessments, and personalised one-to-one support. You'll learn in the work environment and will be supported and encouraged by your colleagues, Manager and Apprentice Mentor to achieve your full potential and be the very best you can be.

Your apprenticeship will give you all the necessary training, tools, and skills you need to get up to speed within the world of HMRC. From call handling to managing customer information, your apprenticeship will ensure you are equipped to do a brilliant job.

The apprenticeship journey will take up to 15 months to complete. During this time, you'll build valuable skills and undertake nationally recognised qualifications. You'll have a network of people and a range of resources to support you throughout your apprenticeship journey.

We are committed to investing in you and your development throughout your time at HMRC. Once you have completed your apprenticeship you will become part of an apprenticeship community. This means you will have access to a wide range of training and development opportunities to suit your skills and career ambitions, from bespoke programmes to an extensive suite of online resources. On top of this you'll have mentoring, help and assistance from your colleagues.

Completion of the apprenticeship is an essential part of this job role; therefore, you will be supported by your manager with clearly set, time bound development goals as you complete your pathway, due to this, it is important to be aware that, failure to engage or complete the apprenticeship will be managed as per HMRC's performance management policy.

Essential Criteria:

• You should hold Maths and English GCSE at grade C or above OR be committed to successfully completing functionality tests as part of your learning to demonstrate your abilities.
• If not already held, you must be willing to obtain a Level 3 Customer Service Qualification within 18 months of take up duty. This will be organised for you on take up of the role.
• It is essential that you are organised, efficient and able to manage a varied work-load. You must have strong communication skills and IT Skills (including Microsoft Word / Excel).
• Experience of working in customer services / stakeholder engagement , Building management, or an FM role.

Desirable Criteria:

• IWFM Level 2

Qualifications
You should hold Maths and English GCSE at grade C or above OR be committed to successfully completing functionality tests as part of your learning to demonstrate your abilities.
If not already held, you must be willing to obtain a Level 3 Customer Service Qualification within 18 months of take up duty. This will be organised for you on take up of the role.

Behaviours

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

• Managing a Quality Service
• Delivering at Pace
• Communicating and Influencing
• Making Effective Decisions

We only ask for evidence of these behaviours on your application form:

• Managing a Quality Service
• Delivering at Pace

Benefits

Alongside your salary of £34,093, HM Revenue and Customs contributes £9,876 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

After submission of the first stage of your application, you will be invited to complete a Civil Service Judgement Test. If you successfully pass the test, you will be invited to complete the final stage of the application.

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

• A name-blind CV including your job history.
• 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 on the Behaviours Managing a quality service (Lead Behaviour), and Delivering at Pace.

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.

Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.

Sift

At sift all behaviour statements, and 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 at Croydon - Ruskin Square. 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 .

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 you will only be considered for posts in locations you have expressed a preference for. Appointments will be made in strict merit order in line with the set number of roles in each location.

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.

Additional Security Information

Please note: in addition to the standard pre-employment checks for appointment into the Civil Service, all candidates must also obtain National Security Vetting at Security Check (SC) clearance level for this vacancy. You will normally need to meet the minimum UK residency period as determined by the level of vetting being undertaken, which for SC is 5 years UK residency prior to your vetting application. If you have any questions about this residency requirement, please speak to the vacancy holder for this post.

Important information for existing HMRC contractual homeworkers:

Please note that this role is unsuitable for contractual homeworkers due to the nature and/or requirements of the role.

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.

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.

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 : Leah Pavelin
• Email : leahpavelin1@hmrc.gov.uk
• Telephone : 07977609619

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. Please note that we do not accept complaints or appeals regarding scoring of outcomes of campaigns, unless candidates can provide clear evidence that the campaign did not follow the Recruitment Principles. 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
Combined TC and OGD Pay - English Opens in new window (docx, 137kB)