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Civil Service Pension with an average employer contribution of 27%
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About the job
Job summary
HMRC, along with all government departments with a customer base in Wales, has set out to provide our Welsh language services as agreed with the Welsh Language Commissioner under the 1993 Welsh Language Act.
The Welsh Customer Services team in Porthmadog deliver a range of Welsh language services directly to those customers who indicate they wish to communicate with HMRC in Welsh. This includes Welsh language telephone, correspondence, face to face, case working, processing forms, sending out Welsh language forms, taking payments and digital services support. We are a small team of 21 people covering AO & O grades.
The Team Leader role is a vital part of PT Operations,
See what its like to work at HMRC: find out more about us or ask our colleagues a question. Questions relating to an individual application must be emailed as detailed later in this advert.
Job description
This is a unique, challenging role working in fast paced complex environment. The role requires great interpersonal, ability to work on own but also work collectively as part of the wider team.
The successful candidate will work closely with the other team leader and HO Operational span leads to help support key operational objectives. The jobholder will need to be able to build sound relationships, working with teams, providing support across multiple channels, requiring a wide range of knowledge from a tax collection or direct tax perspective and should be demonstrated via the employment history.
Person specification
Responsibilities
As a Team Leader, you will work collaboratively with your team members and the wider leadership team to drive quality and improvements across PT Operations.
You will manage 1 of only 2 Teams based in Porthmadog dealing with Telephony and Post across multiple Tax channels.
You will embody a coaching culture, helping your team to provide professional and efficient customer service, whilst maximizing revenue collections.
As a Team Leader, you will manage attendance, taking in to account the diverse needs and wellbeing of your team.
You will role model HMRC Values & Behaviours, taking a positive approach to change and challenging negative behaviours appropriately.
Providing advice, support and coaching to teams on specific issues to build a professional and supportive approach.
Help with planning, organising/prioritising work and helping to support the SMT/leadership team with compilation of stats and data to support wider operational objectives.
Adapting quickly to changing priorities and to tight deadlines, whilst maintaining a quality and accurate service.
Display resilience, integrity and trustworthiness in their everyday work while dealing with sensitive and confidential data. Demonstrate good leadership, the ability to work on own and work well as part of a wider team.
Support fellow team leaders in Welsh Language Unit specific processes ensuring day to day business delivery.
You are applying for an Operational Delivery Profession (ODP) role. Please tell us about any ODP experience or qualifications you have. 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.
Essential Criteria
Candidates will need to be fluent in Welsh and English, able to communicate verbally and in writing in both languages.
Behaviours
We’ll assess you against these behaviours during the selection process:
Benefits
£7,465 towards you being a member of the Civil Service Defined Benefit Pension scheme.
Find out what benefits a Civil Service Pension provides.
- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 27%
Current HMRC employees may be entitled to financial assistance when you move to a new office, including Moves Adjustment Payment (MAP) to cover any increased travel costs and/or additional caring costs for up to three years. Assistance to move home to be nearer your new office is also available.
To claim MAP, you must meet eligibility criteria such as permanently transferring to a new workplace, the cost of travel from home to your new workplace increases when compared with travel from home to your old workplace, or you apply for a HMRC role which is located within a regional centre location, transitional or specialist site and is within your migration path or a reasonable alternative, and this role was advertised on or after 6 October 2016. For further eligibility criteria, please refer to the guidance at HR25401
Things you need to know
Selection process details
All Criminal Record Checks applications are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.
As part of the application process, you will be required to complete a CV detailing your job history and previous skills and experience. You will also be required to evidence your experience and suitability for the role in a 500-word Personal Statement also covering the following behaviours.
- Leadership
- Communicating and Influencing
- Delivering at pace
Please feel free to complete these documents in either English or Welsh.
The CV has been asked for to show candidates job history, clearly evidence the essential criteria of the role. The CV will not be scored during the application process, but will be used to show the essential criteria of the role has been met.
You are applying for an Operational Delivery Profession (ODP) role. Please tell us about any ODP experience or qualifications you have. 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.
Sift
A sift will be carried out on your CV and 500-word Personal Statement to assess your suitability for the role.
Interview
During the panel interview, you will be asked behaviour-based questions to explore in detail what you are capable of and strength-based questions in Welsh and English to explore in detail what you are capable of, what you enjoy and what are your motivations relevant to the job.
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.
Sift and Interview details
Sift and interview dates to be confirmed.
If interviews are required, they will be conducted over Teams or an alternative digital platform.
We reserve the right to raise the score required at any stage of the process in order to manage numbers.
A reserve list may be held for a period of up to 12 months from which further appointments may be made for the same or similar roles if this applies to you, well let you know via your Civil Service Jobs account.
Eligibility
To check that you are eligible to apply, review this eligibility information
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, so please review the advertised office locations for this role when applying and only select locations from the location preferences section that you are able to travel to.
Reasonable Adjustments
We want to make sure no one is put at a disadvantage during our recruitment process because of a disability, condition, or impairment. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.
If you need a reasonable adjustment or a change to be made so that you can make your application, review this information on reasonable adjustments, and contact hmrcrecruitment.grs@cabinetoffice.gov.uk as soon as possible.
Diversity and Inclusion
At HMRC we are committed to creating a great place to work for all our colleagues and creating an inclusive and respectful environment that reflects the diversity of the society we serve.
Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role. Were committed to creating a great place to work for all our colleagues here at HMRC. We want everyone to feel valued and supported to achieve their potential at HMRC.
For more information on how we make this happen, review this information on our culture and values
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.
We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible after considering operational and customer service needs. We cant guarantee that we can meet all requests to work flexibly, as agreement will be subject to business ability to accommodate, and any request to work a more flexible arrangement should be made prior to your acceptance of the provisional offer.
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.
The Civil Service runs 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.
Locations
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.
Security Update
For more information on the level of security checks we will carry out, review this information on security checks
Further Information
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.
Duplicate applications for the same vacancy will also be withdrawn.
Transferring into HMRC from Civil Service If you are currently working for an Other Government Department (OGD) and would like to consider the impact on your pay when joining HMRC, please see the attached document “Combined T&C and OGD Pay English, found at the bottom of this advert. Further information on staff transfers can be found on gov.uk
Problems during the application process
If you experience accessibility problems with any attachments on this advert, please contact the email address in the ‘Contact point for applicants’ section.
If you think youve made a mistake on a short application form (e.g. youve ticked the incorrect eligibility box), please contact hmrcrecruitment.grs@cabinetoffice.gov.uk at least two working days before the vacancy closes. After this, we wont be able to reopen your application.
Please use the subject line to insert appropriate wording e.g. Please re-open my application – 296383 & vacancy closing date 21/08/2023. Please note that we cannot amend or re-open your application if you have submitted your full application in the interests of fair and open recruitment.
For reasonable adjustments queries or requests, please see details within reasonable adjustments section above.
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
Working for the Civil Service
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).
Apply and further information
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Contact point for applicants
Job contact :
- Name : Thomas Gough
- Email : thomas.gough@hmrc.gov.uk
Recruitment team
- Email : hmrcrecruitment.grs@cabinetoffice.gov.uk
Further information
