Senior Welsh Language Business Manager

About the job

Job summary

Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it's really like to work at HMRC.

Visit our YouTube channel to watch the full series and come and discover your potential.

We are building something exciting at HMRC - our new Customer Experience Directorate (CXD) brings together talented individuals from across the organisation with one shared mission: to improve the experience for all our customers.

We are here to design and deliver simpler, smarter, and more supportive services that meet the diverse needs of individuals, businesses, and intermediaries across the UK. We want every customer to feel a real and positive difference in their interactions with HMRC.

To achieve this, we are committed to:

Driving innovation and change - empowered by a strong mandate from HMRC leadership, we are not afraid to be bold and assertive in our approach.

Creating clarity and alignment - through a clear and accessible business plan, we will set out our vision and measurable objectives.

Empowering our people - we will regularly involve our teams in planning and decision-making, ensuring everyone has a voice.

Building a highly engaged culture - where collaboration, purpose, and passion for customer service thrive.

If you are passionate about making a difference and want to be part of a dynamic team shaping the future of customer experience at HMRC, we would love to hear from you.

HMRC are hosting an information session on Wednesday 8th of July at 12:00 - 13:00 to accompany the application process where you will be able to hear more about the vacancy . You'll also be able to find out more about HMRC from the people who currently work in the role, including:
• Who we are
• What we do
• Why we do it

There will also be the opportunity to ask any questions you may have about the role or the application process.

To join the session, you will need to register by completing the following link -

Candidate Information Session - Senior Welsh Language Business Manager - Weds 8th July @ 12.00pm - Fill in form

Job description

We are looking to recruit an enthusiastic and motivated fluent Welsh speaker to join our existing Welsh language team based in Cardiff.

This is an exciting opportunity to get involved with a unique team within HMRC and develop your existing skills and experience to produce high quality Welsh language products and services.

There will be a heavy focus on customer engagement and, as part of this, you'll be a great communicator - verbally and in writing. Diplomatic when dealing with colleagues and negotiating deadlines and completion of varied actions - considering the peaks and complexities of the units' workload and customer needs.

You'll be fluent in the Welsh language, speaking Welsh with colleagues all day and every day, and be flexible and understanding of the demands on a relatively small team that puts the customer at the heart of everything they do. You will also manage people on the team and ensure they meet the team and HMRC's standards of behaviour, values and work ethic and work collaboratively with all on the team.

This role is offered as maternity cover and is expected to last for approximately one year.

Person specification

As a Senior Business Manager on the Welsh Language Unit (WLU) you will sit at the heart of the transformation of our Welsh language services. You will:

• Act as deputy to the Head of Welsh Language Services, supporting delivery of the Welsh Language Scheme.
• Lead on customer and colleague engagement, by being a great communicator - verbally and in writing in both Welsh and English.
• Promote Welsh language services through workshops, presentations and engagement activities.
• Support the drafting of high-profile reports and business cases on behalf of WLU.
• Build strong relationships with colleagues in the WLU team based in Cardiff and Porthmadog and the Welsh Language Customer Service team in Porthmadog to ensure a joined-up service.
• Lead projects to enhance Welsh language provision across services, ensuring parity with English across digital, written and customer channels.
• Use strong negotiation and influencing skills to deliver outcomes on time.
• Line manage and develop a small team, ensuring performance, development and behaviours meet HMRC standards.
• Lead coordination of WLU internal and external events.
• Represent WLU and HMRC externally, building effective stakeholder relationships.
• Collaborate with other government departments to share best practice on Welsh Language Scheme delivery and Welsh language training.
• Lead delivery of HMRC's Welsh language training offer in partnership with internal and external stakeholders as well as pulling together slide shows and event material.

Essential Criteria

• Fluent in written and spoken Welsh.
• Good understanding of how and when to deliver Welsh language customer services.
• Strong communication skills, with the ability to handle challenging conversations with staff at all grades and external stakeholders.
• Excellent drafting skills, including experience producing reports, high-profile responses and training material.
• Ability to work effectively in a fast-paced environment, managing and prioritising competing workloads.
• Proven staff management experience.
• Good understanding of current digital technologies and their application.

Desirable Criteria

• Experience of chairing and facilitating meetings, including the coordination of large-scale meetings and events.
• Understanding of Welsh language training provisions and opportunities.
• Knowledge of Welsh language legislation and Welsh Language Scheme delivery.

Languages
Excellent language skills (Welsh and English).

Behaviours

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

• Making Effective Decisions
• Communicating and Influencing
• Working Together

Technical skills

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

• Candidates will be asked to complete a written Welsh language test (Technical skill) immediately after the interview. More information will be given to successful candidates when invited to the interview stage.

Benefits

Alongside your salary of £45,544, HM Revenue and Customs contributes £13,194 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

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

Artificial intelligence
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 (opens in a new window) for more information on appropriate and inappropriate use.

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

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. In your job history please include details for the last 3 roles. Give a brief summary of what you delivered and any key achievements in each role
• A 1000-word Personal Statement. In your Personal Statement please explain why you are suitable for this role.

Please note both your CV and Personal Statement can be submitted in Welsh or English.

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 interview.

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

Sift

At sift 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 assessed on Experience, Behaviours and Technical skills. Candidates will be asked to complete a written Welsh language test (Technical skill) immediately after the interview. More information will be given to successful candidates when invited to the interview stage.

Interviews will take place - bilingually in both English and Welsh - via video link.

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 . Mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we may not be able to reopen your application for you. If you do make a mistake with your eligibility form, or have withdrawn yourself in error and need your application reinstated whilst the campaign is still live, 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 .

Exceptionally, candidates who are not successful at this grade may be considered for appointment to similar roles at a lower grade where the eligibility criteria are met. If this applies, we will contact you directly.

The HMRC app can help you with your application

The HMRC app can provide you with your past 5 years' employment history, making the process of filling in your application quicker and easier.

If successful in your application, you will need your National Insurance number for the onboarding process.

Download the HMRC app now and save your National Insurance number to your digital phone wallet.

How to download the HMRC app and sign up for an account

Download the free HMRC app from the App Store or Google Play store.

If you have an HMRC online account already, sign straight in using your ID and password. If not, you can prove your identity by answering some questions or providing your photo ID.

You'll then be able to access the app quickly and easily by signing in using a 6-digit PIN, your fingerprint, or facial recognition.

You can find guidance for technical issues on GOV.UK: Technical support with HMRC online services .

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.

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.

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.

Hybrid working at HMRC

HMRC is an office-based organisation, and colleagues are expected to spend 60% of their working time in the office. Our offices provide opportunity for interaction, collaboration which aids learning and development and a sense of community. Where the role allows it, and where the home environment is suitable, colleagues can work from home for up to 2 days a week, averaged over a calendar month (or a proportionate amount of time for colleagues who work less than full time).

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.

Technical Support

If you are experiencing problems that cannot be resolved by our ' help ' section, then technical support is available. You will receive a reply in 2 working days.

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.

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.

For more Information for people applying for, or thinking of applying for, roles at HM Revenue and Customs, please see link: Working for HMRC: information for applicants - GOV.UK .

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 : Bethan Ifans
• Email : bethan.ifans1@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. 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.