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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.
If you are great with people, helpful and enthusiastic then you could be just the bi-lingual Administrative Officer that wed be proud to employ at HMRC.
No experience is necessary as full training will be given. Its your enthusiasm, helpful manner and willingness to learn that we require. What we do ask however is that you feel comfortable with chatting on the phone, have good writing skills and are keen to help others.
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
Youll be the first point of contact for our customers, providing a first-rate service by phone, letter, email and webchat in the future.
Youll actively seek to resolve customer queries and use your brilliant communication skills to handle sometimes complex yet rewarding conversations. Youll get real responsibility and opportunities to shine and develop your career with us.
Youll join a friendly and welcoming team and receive plenty of training and support to help you reach your potential. Dont worry, youll get training on how to deal with any complex calls, our job is to support you whilst you help us support our customers.
If this sounds like you, then you could be just the Bilingual Administrative Officer wed be proud to employ at HMRC.
Responsibilities:
- Dealing with customer enquiries within a wide variety of Tax issues. Full training will be given.
- Dealing with telephony, digital and written correspondence.
- Issuing standard HMRC forms/letters in Welsh to customers.
- Using guidance and initiative to solve customer enquiries.
- Great communication skills, both written and verbal and are confident chatting on the phone assisting customers.
- A can-do attitude and a real passion for supporting people and creating a Brilliant Civil Service.
- The ability to deal with basic math calculations.
- Ability to deal with information quickly and clearly ensuring information reaches customers quickly.
- Ability to work as part of a team.
Were striving to be the best customer service organisation in the UK and we need fantastic people like you to help us achieve this.
Languages
Welsh and English – both spoken and written.
Person specification
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.
Benefits
£6,168 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
Find more about HMRC benefits in ‘Your little extras and big benefits handbook’ for further information or visit Thinking of joining the Civil Service.
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.
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.
Candidates should only apply if they have the required Essential Criteria. If you do not meet the essential criteria, your application will not progress
Please provide a 500-word personal statement detailing your experience evidencing your suitability for the role focusing on the skills needed as set out in the job description.
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 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.
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 – 296266 & 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).
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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
